Public Administration Commons^™

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, Roxanna Moradi

Master's Projects

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 …

Extending Ab-1825 Training At Santa Clara Valley Water District, Heather Reiss

Master's Projects

In 2004 the California legislature passed AB-1825, Sexual Harassment Training and Education, Government Code 12950, which mandates that employers train all supervisors in the identification of sexual harassment, and ways to ensure that it does not occur in the workplace (Legislative Counsel, 2004). The Santa Clara Valley Water District (SCVWD) is a mission driven organization that is committed to providing excellent water services to the community. According to the Valley Water website (2018) “The mission of the District is to provide Silicon Valley with safe, clean water for a healthy life, environment, and economy” (Valley Water, 2018, web). As a …

Cycling Into The Future: Implementation Of Enhanced Bikeways Along San Fernando Street In Downtown San Jose, Patrick Rubens

Master's Projects

In 2012, the City of San Jose acquired funding from the Transportation for Livable Communities Grant Program and began installing “green striped” enhanced bicycle lanes on a 1.5 mile stretch San Fernando Street between Diridon Station and 10th Street connecting San Jose’s Downtown Train Station to San Jose State University. According to city documents, these enhanced bikeways are intended to “enhance the visibility and safety of this route as a primary bikeway.” An important element of the project was the installation of LED streetlights to improve nighttime visibility. This specific project undertaken by the city falls under the umbrella of …

Path2 Services Court: A Process Evaluation, Octavio Jimenez

Master's Projects

In 2014, the Santa Clara County Superior Court received a Substance Abuse and Mental Health Services Administration (SAMHSA) grant to improve the efficacy of the Juvenile Treatment Court (JTC) and Court for the Individualized Treatment of Adolescents (CITA) programs by streamlining the referral, screening, and court hearing processes. Receipt of the grant allowed the Superior Court to integrate JTC and CITA to establish the Progress Achieved Through Hope and Holistic Services (PATH2 Services) Court.

This research analyzed whether the Santa Clara County Superior Court successfully integrated the JTC and CITA programs when it established PATH2 Services. In addition it determined …

Pedestrian Safety On San Jose Roads: The Impact Of Traffic Safety Infrastructure, David Lisenbee

Master's Projects

How successful have the City of San Jose’s traffic safety improvement programs been in reducing pedestrian injuries/fatalities on city streets? This research question focuses on the impact of the City of San Jose’s traffic safety programs on pedestrian safety between 2010 and 2014. The research aims to determine the extent to which traffic safety programs and infrastructure reduce rates of pedestrian injuries/fatalities and the severity of pedestrian injuries when incidents occur.

The Santa Clara County Reentry Resource Center: Reentry Service Linkage And The One-Stop Shop Model, Rose Redlich

Master's Projects

AB 109 has resulted in a significantly greater need for reentry programs and services across California. Many county law enforcement officials now view reentry programs and services as a promising approach for keeping recidivism rates low.

Santa Clara County has recognized the value of well-coordinated, quick, and efficient reentry service delivery. In response to AB 109, the Office of the Sheriff and Department of Correction partnered with the Probation Department, Office of the County Executive, Behavioral Health Services Department, Custody Health Department, Ambulatory Care, and the Social Services Agency to establish the Santa Clara County Reentry Resource Center (SCCRC) in …

Suicide Prevention: Do San Francisco Afsp Community Walks Reduce Hopelessness?, Tyson Peltz

Master's Projects

Community-based outreach programs have been found to be effective, helping to educate people, and reduce suicide through outreach and peer group support. The American Foundation for Suicide Prevention (AFSP) has been at the forefront of the battle to reduce suicide through education, fund raising, lobbing, and support efforts to those in need of suicide prevention services, as well as those who have lost someone. One of the ways they have done this is through community walks and fundraising throughout the nation for anyone affected by suicide. These events are called Out of the Darkness Walks, which allow the community to …

Improving Service Delivery Through Provider Training: A Process Evaluation Of The Veterans Affairs Palo Alto Health Care System “Commitment To Serve” Workshop, Ismael Barrera

Master's Projects

As the customer-focused management strategies gradually advances into all of the VISNs [Veterans Integrated Service Networks], the Veterans Health Administration in Palo Alto, California implemented a customer service training program for employees to meet the diverse and complex needs of its customers. This research will analyze whether participants in this training, known as Commitment to SERVE, believe that it is achieving its goal. In other words, does the Veterans Affairs Palo Alto Health Care System (VAPAHCS) staff perceive the Commitment to SERVE workshop as a beneficial customer service training program?

Policy 15.02.2 Of The Ncaa Regulation Handbook: An Impact Analysis, Nick Kaspar

Master's Projects

In January 2015, the Power Five Conferences of the National Collegiate Athletic Association (NCAA) passed a new policy to change the procedure by which the amount of athletic financial aid is calculated and provided to student athletes (Sherman, 2015). Policy 15.02.2 of the NCAA Regulation Handbook states that institutions can provide athletic financial aid based on the cost of attendance rather than the cost of living (National Colligate Athletic Association, 2017). The previous policy allowed for institutions to provide cost of living aid, including total cost of tuition, books, supplies, and meals (National Colligate Athletic Association, 2012). The new ruling …

Consult Management At The Va Palo Alto Health Care System: Has The Implementation Of Business Rules Improved Consult Management, And Did It Help Measure Performance For Select Services?, Christine Poblete

Master's Projects

This research project was developed to determine whether the new business rules implemented at the VA Palo Alto Health Care System have resulted in an improvement in the delivery of critical health care services through consults; and whether this process can be used as a Key Performance Indicator (KPI) for measuring performance of clinical services by health care administrators.

Protecting And Maintaining Silicon Valley’S Liquid Gold, Paul Mark Fulcher

Master's Projects

Public sector leaders and decision makers in the California water industry have learned from previous severe drought conditions that to sustain water supplies during extremely dry seasons, there is a substantial need for behavioral changes associated with water conservation efforts among the businesses and residents of the community to maintain an adequate water supply. The intent of this study is to compare four California water agencies that have been designated as sustainable groundwater agencies (GSA), and determine what current programs and/or practices those agencies are using to meet the mandated requirements of the Sustainable Groundwater Management Act of 2014 (Act …

Evaluation Of Immigration And Citizenship Program (Icp), Wen Feng Yip

Master's Projects

There are many non-profit organizations which provide immigration and other legal services to immigrants in Santa Clara County. However, the capacity of legal services providers and their partners still face daunting challenges when trying to meet an overwhelming need that contrasts with limited resources (McAllister, 2015). Under these circumstances, the quality and effectiveness of immigration legal service providers in delivering their services is a subject of concern for immigrant groups. Community-based organizations are best suited to help immigrants with the legalization process (Cordero-Guzman, 2005) and their integration into the economic, political, and social mainstream in the long run.

The Immigration …

Santa Clara County Senior Nutrition Program Evaluation Report, Tae Hwan Ihm

Master's Projects

Santa Clara County conducts a Senior Nutrition Program (SNP) in conjunction with the City of San Jose, the Outreach Paratransit Program and local community-based organizations (CBOs) like Sourcewise (Lam, 2015). These programs combined represent a significant investment of public funds, with more than 45% of the SNP program’s funding coming from the county General Fund (Lam, 2015). Such a large financial commitment needs to demonstrate some benefit to the participants, and some positive outcomes from the current program design. This study evaluated the SNP’s effectiveness in achieving its primary goals. Primary goals of the SNP are to promote senior citizens’ …

Under The Care Of The City Of Fremont: Employees Embrace A Healthier Lifestyle Through Worksite Wellness, Kelly Wright

Master's Projects

The purpose of this study was to determine: (1) if the City of Fremont has effectively implemented wellness activities that promote health and wellness for employees; and (2) what strategies can the City of Fremont use to encourage and increase employee participation in workplace sponsored health and wellness program activities.

Ending Transitional Homelessness In San Jose, California: A Process Evaluation Of The City Of San Jose’S Plan To Convert A Hotel/Motel Into A Single Room Occupancy Living Unit For The Transitionally Homeless, Alyssa Garcia

Master's Projects

The City of San Jose has been working on the Hotel/Motel Supportive Housing Program and Underutilized City-Owned Property project since 2012. The City acquired the Plaza Hotel in downtown San Jose from the Successor Agency to the Redevelopment Authority and leased the property to Abode. Abode converted the rooms into SRO units for the transitionally homeless and occupancy is expected in July of 2017. The program is estimated to operate for five years before it is torn down. The project is unique, as the city has never had a hotel/motel conversion program tailored towards transitionally homeless adults.

A process evaluation …

Collective Impact: Working Together For Robust Community Emergency Preparedness, Cheryl H. Galloway

Master's Projects

This study identifies a shortfall of solid emergency preparedness between organizations and individuals in Gilroy, providing a gap analysis in disaster mitigation on the civilian side. This information is important for emergency managers and public safety officials to understand as they strive to develop plans and solutions to increase participation, effectiveness, planning, training and implementation at the Gilroy Unified School District and in the community at large. Using an evaluation of current efforts for review by the school board, city council, Chamber of Commerce and non-profits in the public safety sector, more expansive outreach through collaboration is the common goal. …

Addressing The Ab 109 Population In Santa Cruz County: The Santa Cruz County Recidivism Study Of Post-Realignment Offenders (2011–2016), Shea Johnson

Master's Projects

The goal of this paper and the included “Santa Cruz County Recidivism Study of Post-Realignment Offenders (2011–2016)” is to provide a meaningful presentation of recidivism rates for Santa Cruz County and, in doing so, help Santa Cruz County agencies to better design recidivism reduction programs, highlight the problems every county faces in trying to conduct recidivism reduction studies, and provide a roadmap for what is and is not possible for policymakers who are increasingly demanding more refined data sets and streamlined data for budgeting.

A Comparative Study Of Local Municipalities’ Implementation And Compliance Of Construction Site Controls, As Required By The California Water Quality Control Board, San Francisco Bay Region, Municipal Regional Stormwater National Pollutant Discharge Elimination Systems (Npdes) Permit, Maria Begiebing

Master's Projects

The US Environmental Protection Agency (EPA) has programs designed to protect the navigable waters of the United States from urban runoff pollution. One source of polluted runoff regulated by EPA is from construction sites. In support of this effort, the California Regional Water Quality Control Board issued a regional National Pollutant Discharge Elimination System (NPDES) Permit called the Municipal Regional Permit (MRP). The goal of the MRP is to provide consistent regulation of stormwater contaminants across multiple jurisdictions (CRWQCB, 2015).

This research project evaluated the construction inspection programs of fourteen cities located in California’s San Francisco Bay Area to determine …

Graffiti Abatement Program In The City Of East Palo Alto, Oscar Ortiz

Master's Projects

This research project will be of interest for community residents, local government, and non-profit organizations in the City of East Palo Alto. The three main objectives for this project are:

1. Strengthen or establish a relationship between community residents and officials in the City of East Palo Alto.
2. Provide data for local government officials that will help abate graffiti throughout the city.
3. Offer recommendations to improve neighborhood safety, sense of security, and appearance in East Palo Alto

The research question for this report is: How can community participation help abate graffiti in the City of East Palo Alto?

How Code Enforcement Mitigates Hoarding In The Community, Jason Gibilisco

Master's Projects

No abstract provided.

Implementing Data Analytics And Data Integration At The City Of San José: An Ex-Post Comprehensive Evaluation Of The Data Analytics Team (Dat), Steve Guagliardo

Master's Projects

No abstract provided.

Compensation Strategies In The Public Sector: Benchmarking The City Of San José’S Compensation Methodologies Against Bay Area Cities And Counties, Ashley Lancaster

Master's Projects

The intention of this research is to benchmark the City of San José against other Bay Area cities and counties in their methods for determining base salaries (which excludes fringe benefits) for selected comparative non-exempt classifications. Areas of focus within this research include compensation models for the public sector, an analysis of current compensation policies, as well as the examination of methods the City of San José uses when developing compensation for classifications in comparison to local Bay Area cities and counties that are defined as its market. The result of this research will lead to recommendations to help improve …

A Comparative Study Of Urban Forest Management Programs For Three Major Cities In Santa Clara County: A Benchmarking Study, Suzanne Remien

Master's Projects

No abstract provided.

The Effect Of Mapping Technology On Fire-Based Ems Response Times In Santa Clara County, Angela Borland

Master's Projects

The goal of this research is to determine whether map technology and signal preemption technology contribute to lowering fire-based EMS response times in Santa Clara County. The research uses benchmarking among fire departments in Santa Clara County, the Bay Area, and large Western urban fire departments to determine which factors contribute to the success in meeting contracted response times. Findings from this evaluation were used to create recommendations for fire service leadership regarding resource use along the continuum of fire department-based EMS response to 9-1-1 calls for medical service.

The Buried Pipeline Replacement Era: A Cost-Effectiveness Analysis Of Pipeline Replacement Strategies For The Santa Clara Valley Water District, Tony Ndah

Master's Projects

No abstract provided.

Do Speed Humps Help Reduce Vehicular Speeds, Volumes, And Motorist Accidents?, Tanisha Werner

Master's Projects

California has adopted a Complete Streets policy, which requires local municipalities to design roadways that meet the needs of all users (pedestrians, bicyclists, and motorists). This policy, combined with complaints about motorists speeding in residential areas, has been a catalyst for jurisdictions to install traffic calming measures on residential streets. One popular traffic calming measure used in the City of Redwood City is the installation of speed humps. A speed hump is a raised pavement surface that provides a physical reminder for motorists to slow down while traveling over it. Although literature shows that the installation of speed humps can …

Strong Neighborhoods Initiative (Sni), Oscar Inzunza

Master's Projects

No abstract provided.

Reducing Waste With Reusable Bag Ordinances And Plastic Bag Bans In The Bay Area: An Impact Analysis, Michael Thomas

Master's Projects

No abstract provided.

Increasing The Calfresh Participation Rate In The County Of Santa Cruz, Juan C. Magaña

Master's Projects

No abstract provided.

Swings For Dreams: Public Perceptions Of The Nonprofit Sector And Effects On Donating Behavior, Kelsey L. Fisher

Master's Projects

No abstract provided.