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05/23/1994 CONF MTG - 4920� � CITY OF FRIDLEY CITY COUNCIL CONFERENCE MEETIl�TG MAY 23, 1994 - 7:30 P.M. CONFERENCE ROOM A 1. Stonybrook Creek Proj ect. 2. Voice Response Unit System. 3. Fridley/Columbia Heights Sealcoating Project - 45th Avenue between Main Street and University Avenue, and University Avenue East Service Drive Between 45th and 53rd Avenues. �:... ��: Cn.-,�^e�cr � ]��4Cr �JV.� f B r Pa�ks St�cet; Me.nte^d�c�; ME M4RANDUM TO: William W. Burns, City Manager �� PW94173 � FROM: John G. Flora Public Works Director DATE: May 20, 1994 SUBJECT: Stonybrook Creek As a result of Councilwoman Bolkcom's meeting with residents on Storaybrook Creek, certain issues were raised. The following is a response to those items: Jeff Smith from the MPCA office was involved in investigating the Spring Lake Park well redevelopment project that is in progress. Spring Lake Park is developing their well located on University at 79th. In the air development process they are settling the discharge and decanting the water from the top into the storm system, which is into Stonybrook Creek. At the present time, the MPCA found that they are disposing an excess of suspended solids and foaming agent in relation to their criteria. The MPCA is reviewing their enforcement issues and have not made a determination on what action they will take as a result of the Spring Lake Park project. The Board of Water and Soil Resources is the agency in which certain funds are transmitted for water improvement projects. One of these is the Metropolitan Council project for which we have submitted a grant request for Stonybrook Creek. In addition, the Anoka County Soil and Water Conservation have also identified a project for Stonybrook Creek. At this point in time, a decision has not been made or funds provided to the City for Stonybrook Creek. Our records indicate that there were no storm water assessments to the properties along Stonybrook Creek west of East River Road. Our Assessor indicates that there is no increase/decrease in land value for springs on the Stonybrook Creek properties. As a matter of fact, he is unaware of any springs on those properties. JGF:cz � ,• �: �. .� TO: FROM: DATE: SUBJECT: Engineennc� Sewer Y�at�r Parks Str�;Ets N:��n;en�rce ME MORAND�I7M William W. Bums, City Manager�,�� John G. Flora, �Public Works Director March 15, 1994 Joint Sealcoating -r�•. �: Columbia Heights is proposing to sealcoat their half of 45th Avenue between Main Street and University Avenue and University Avenue East Service Drive between 45th and 53rd Avenue. The estimated cost-share for sealcoating the Fridley half of the streets is $9,106.94. 45th Avenue is used by Fridley residents, and I would propose we join with Columbia Heights and sealcoat that portion of the street. University Avenue East Service Drive provides no benefit to the citizens of Fridley, even though legally the corporate limits extend to the centerline of this road. (I believe the corporate limit should extend to the centerline of University Avenue and not incorporate the small section of terrain that is of no benefit to the City.) There is some benefit in working with Columbia Heights to assist in surfacing the entire section. Request you query the Council on entering into an agreement with the City of Columbia Heights for contributing to the sealcoating of 45th Avenue and University Avenue East Service Drive. JGF:cz _� . �.. ; 0 , �. A�[ati�or Joscph Stw�de��ant Councilmc�nbers 1��,.:i,i c�. ��,r� t3�� c, �:��;,��,�� c.:�� _. r��,>,,�, [Z<�h�rt A��. Ru�ttim�u�n Cit�� Ianager Pau-ick Hei�t�es CITY O� COI.li:�IUd �, H�IGHTS 590 40th Avenue \. E. Columbia Heigllts, M\� ��-�21-3878 (612)782-2800 March 11, 1994 Mr. John Flora Public Works Director City of Fridley 6431 University Ave. N.E. Fridley, MN 55432 RE: SEALCOATING . UNIVERSITY AVENUE SERVICE RD/45TH AVE.-53RD AVE. . 45TH AVENUE N.E./MAIN STREET - UNIVERSITY AVENUE Dear Mr. Flora: The City of Columbia Heights is proposing to sealcoat the streets in our Southwest Quadrant and University Avenue Service Rd. during the summer of 1994. We will be sealing the south half of 45th Avenue from Main Street to University Avenue and the east half of University Avenue Service Road from 45th Avenue to 53rd Avenue. The north and west sections of 45th Avenue and University Avenue Service Rd. respectively would be included in the project if the City of Fridley so desires. The street surface measures 1,966 square yards on 4Sth Avenue and 6,820 square yards on University Avenue Service Rd. We've estimated a street repair cost of $3,978.80, sealcoating cost of $4,920.16 and an engineering cost of $207.98 for a total cost of $9,106.94. We would appreciate a response after your March 21 or April 4 Council Meeting. If you decide to proceed with the work, we will submit a Joint Powers Agreement for your approval. If you have any questions, please contact me at 782-2882 or Kathy Young at 782- 2883. Sincere Mar A. Winson, P.E. Pub ic Works Director/City Engineer MAW:jb 94-145 ' ' � � ' � � ' ' � �� ' ' ' ' ' ' YOICE RESPONSE UNIT SYSTEM , , ' � � � t , ' ' � TO: • WILLIAM W. BURNS, CITY MANAGER � � FROM: RICHARD D. PRIBYL, FINANCE DIRECTOR . SUBJECT: VOICE RESPONSE. UNIT (VRin ANALYSIS � DATE: � . � May- 5, � 1994 • � . . � � Attached is the report written by Bill Champa researching issues surrounding the uses and the possible implementation of a VRU system. In the process of developing this information, interactive cable television is also reviewed. This report brings forward an implementation plan that will provide for citizens to grow into the system instead of being thrown into it. You will notice on Appendix Cs & H, the number of uses that two other cities have applied to their VRU's. As the report states, a number of other metro cities are now looking at the use of this technology. _ After reading Bill's analysis, I feel even stronger that this technology does have a place in Fridley to assist in opening conamunications between "City Hall" and its customers. Instead of commenting on each of the points of interest, I invite you to read it and draw your own conclusions. ' RDP/me Attachment ' , ' ' , ' � �� i TO: FROM: CITY OF FRIDLEY MEMORANDOM WILLIAM W. BURNS, CITY MANAGER RICHARD D. PRIBYL, FINANCE DIRECTOR WILLIAM A. CHAMPA, CITY CLERK SUBJECT; VOICE RESPONSE UNIT MARKETING PROJECT DATE: MAY 3, 1994 ' For the past two months, I have been investigating the possible use of technology as a means for disseminating information to the residents of Fridley. Specifically, I have been focusing on voice response unit (VRU) technology. ' At this time, ( am pieased to present to you my report. This report not only re-visits the subject of VRU technology, but it also fulfills a requirement for my marketing class at the University of St. Thomas. After you have had the opportunity to review this report, I would be willing to answer any questions you have. I can be reached at extension 523. Char Eckman, MIS Specialist, has been very supportive in helping me to analyze the situation. I could not have written this report without her assistance. Other staff members have also assisted in answering specific questions about their daily tasks and filling out surveys when necessary. "24-HOUR CITY HALL" a marketing pian for MARKETING MANAGEMENT MBMK600, SECTION 25 presented by Bil! Champa May 3, 1994 , ' � �'. EXECUTIVE SUMMARY Technology can be used to enhance communication with citizens in the City of ' Fridley. Traditionally, the City has been resistent to use "artificial" sources such as voice mail or answering machines for providing information to residents because of the ' perception that citizens always want to speak to a person. This philosophy appears to , have been reiterated in a recent citizen's survey. However, this marketing report suggests another opportunity: Voice Response Unit (VRU) technology. While a basic ' Level I Voice Response Unit for providing routine information to residents is highly recommended in 1995, this report stops short of recommending that interactive Level � 2 applications be added at this time. Further anal sis on each ap lication should be Y P , done in 1996. ,` . � ' ' � ' � ' ' Like most businesses, the City of Fridley is concerned with providing better service to its "customers" - the citizens of Fridley. !n the public sector, examples of better service might include streamlining specific processes (registering for a softball league) to make transactions easier for residents and City personnel. Better service might also result from expanded hours of business, beyond the City's standard Monday through Friday from 8 a.m. until 5 p.m. Or it might result from both. To the casual observer, competition in the public sector appears to be non- existent. However, a closer look reveals that most cities strive to provide their citizens with the best possible service for the least amount of tax doHars. To maintain a healthy tax base, many older suburbs are trying to make their communities more attractive to prospective businesses and residents. And since today's American lifestyle requires a great deal of information, local government must be able to disseminate large amounts of information productively. To meet competition and accomplish the objectives of streamlining processes, expanding hours of operation and giving residents more value for their tax dollars, City personnel have identified two applications: 1. IVR (Interactive Voice Response) or VRU (Voice Response Unit) 2. Interactive Cable Television � A brief definition of each technology is explained next. IVRNRU Interactive Voice Response allows a caller access to information stored on a computer by using voice and/or the telephone keyboard. This is the interactive part. The Voice Response is done by the VRU ie: repeating what the caller has entered on their touchtone phone or giving a voice response to an "account balance" if that is what the caller requested. - -- Interactive Cable Television Our government FMTV Channel 31 could be used as an interactive channel in which the viewer has control - via a touchtone telephone - over what program is on the screen in his/her home. We would be able to broadcast specific information requested by the viewer. While this idea is worth investigating, we should approach it with caution for the following reasons: 1 E This technology requires that a resident have cable television. Just over 47 percenf of the respondents in a recent Citizen Survey do NOT have cable television. Is this truly "public access"? Once a call is received and the information requested via touchtone phone, the caller's request would be held "in queue" until all requests in front of it are handled. This may not generally be a problem except on weekends or around the time of City Council meetings when local cable viewing is greater. While both the VRU and Interactive Cable Television provide enormous potentiat for disseminating information to the public, this report focuses only on VRU and the benefits it could provide to the City of Fridley. Unfortunately, a practical link between the two technologies is not proven at this time. The entire premise for this analysis of VRU technology is not merely to identify an alternative that could assist in the City's efficiency but also to answer the crucial question: is there really a need for this application? CITIZEN SURVEY In the City's most recent Citizen Survey of the residents of Fridley (Appendix A), several questions were asked that relate directly to this analysis: QUESTION #104. Is "twenty-four hour telephone access to utility billinq, recreation reqistration property tax information and other data" a priority to you? This question relates directly to the use of technology for providing information. Over 7i pe� cent (906 out of 1267} of respondents felt this technology had littie or no importance to them. In the past, this has always been a concern since our residents were perceived as "older" and less likely to use technology to communicate with the City. Having a"live person" answer the telephone has always been a priority. Is twenty—four hour telephone access a priority? OK-Ref (7.1 Not at all (a 1.5%) Su Vxy (tOAX) � Somswhat (9.9%) littb (S 1.9%) DK-RN Not at all (38.SX) Vxy (92%) Control �omswhat (16.0%) Ultls (32.�%) . QUESTION #121 AND #122. How often do vou watch Fridley City Council meetinqs on eable television? How often do you watch the proqrammin fg ound on the public access channel, ETC Channel 33? This question also relates directly to the use of technology and the potential to disseminate information using cable television. From 47.7 to 48.3 percent of the respondents claimed they did not have cable television. (The actual total fluctuated slightly between question #121 and #122). QUESTION #114. What was the age of the respondent to survey? This question specifically identifies a crucial demographic feature of the person filling out the survey, and it may relate directly to the previous questions. Using registered voter lists of people voting in the 1992 General Election, a sample market by age was determined for survey purposes. Of the 3393 surveys mailed out to residents, approximately 20 percent were sent to individuals representing each � � of our eight age groups (see Appendix B). The response rate to the survey, however, was much less controlled. Of tne 1331 citize�s respo�ding to the question regarding age, 46.7 percent (621) claimed to be over the age of 51. In actuality, residents of Fridley over the age of 50 account for only 24_8 percent of the population according to our 1990 Census of Population.' 31 — 40 (' 21 — 30 (9.5%) Less 21 (7.OA,) Over 65 (t6.1 What is the age of the respondent? i0 (20.3%) i 1 — 60 (232%) 61 — 65 (112%) Survey Group 31 — 40 (22 21 — 30 (20.69I Less 21 (3.5%) o �,9.,x� 51 — 60 (17.6%) 35 (7.1 %) Over 65 (9.1%) COtItCO) These three survey questions are relevant to this analysis because they show the ' respondents opinion of new technology, their availability of cable television and the age � I�,;; of the respondent. � ' � ' A correlation may exist between the acceptance of new technology and the age of the respondent. Since VRU technology is relatively new and many people, including those over age 51, have not had the opportunity to use it, an assumption is made that those respondents over 51 may not be interested in it. In fact, one technologq study by Dell Computer Corporation has found that the majority of all adults find new technology difficult to understand (51 percent) and the rapid rate of change in technology to be confusing (58 percent).2 Certainly this is an issue that must be carefully addressed. TARGET MARKET FOR VRU TECHNOLOGY Given the negative response in the citizen survey to the twenty-four hour information access and the fact that 46.7 percent of the respondents were over age 51, the initial target market for VRU or any new technology would be between the ages of 18 and 49. This group represents 51.8 percent of Fridley's population, according to the 1990 Census, which was published in 1992.3 ADDITIONAL SURVEYS After identifying a possible target market, two additional surveys were distributed: an internal questionnaire to 30 key City department/division personnel ar�d another smaller external survey to recreation program users. The purpose of each survey was to determine if there was any more interest internally and/or with a specific market (recreation users). Internal Survev. Thirty surveys were distributed to department/division personnel representing each of the City's seven departments. (See Appendix C). Twenty finro surveys were returned. The primary information gathered from the surveys included idea generation regarding VRU technology as well as concerns about implementing this concept in the City of Fridley. Staff identified several possible ideas for this technology; ideas ranged from providing basic City information such as Council meeting times or job opening information to more interactive scenarios such as registering for a softball league or reporting a meter reading via a touchtone telephone. Appendix D, titled "City of Fridley Internal Survey Summary", summarizes the results received from the internal survey. Several criteria were identified to better evaluate staff's ideas and their use of VRU technology: 1) Is the call for information initiated by the City or by a resident? 2) Is the medium relevant for how the information is conveyed? To put it another way, does the resident care how they get the information? Do they generally care if it's from a machine or from a person? 3) Is the transaction a one way delivery of information, such as a job opening or is there interaction between the City and the resident, such as registering for a recreation class? In other words, is the system "prompted" by the caller to give additional specific information which the caller has requested? Based on this criteria, finro possible levels for applications were developed. Level 1(Information) represents a basic level transaction where the VRU system would only give routine information like Council meeting times. Level 2(Interaction) is a more complex application because the system interacts with the caller and not only gives, but receives information. Staff identified over 25 different uses for a VRU system. Most of the applications identified were one way communication in which the resident initiates the call and information to routinely-asked questions is provided. A basic expanded voice mail system, such as that used by the City of Brooklyn Park, could satisfy these uses. (Brooklyn Park's 24 Hour Information Line phone number is 493-8000). Staff also identified at least six applications where it might be efficient for our VRU system to call a phone number and initiate an exchange of information. These applications included calling a utility billing user and reminding them to read their meter, then asking them to call back on a touchtone telephone with their reading. Another application identified was calling a pre-selected group of residents and surveying them on a particular topic. They would respond by using their touchtone telephone. In this manner, informal surveys could be conducted more frequently and at less cost. In nearly every application, the medium in which residents receive information is not crucial, particularly when the resident only wants routine information such as that on Council Meetings or curbside recycling. In a few situations however, staff felt that the medium is crucial when communicating with residents. For example, when a citizen is upset and wants to voice a concern, they may become even more incensed if they have to talk to a machine. Furthermore, they may find it impersonal if a machine calls them for a citizen survey. Careful attention must be given to these concerns. A large portion of staff's suggestions involved a resident calling and requesting , ' � � � ' � � , � basic, routine information. But there were severai possible applications which involved the initial phone call - whether initiated by a citizen or the City - a request by either party via the telephone, then a series of information exchanges to achieve some form of closure. For example, a citizen might call the recreation phone number, be taken through a series of prompts, until they are able to press the appropriate keys to register for a class. A more complex and controversial application would be using the VRU to call utility billing users and ask them to call back with their current meter reading. The information could be automatically downloaded into the computer system which might eliminate human error while reducing staff time necessary to input numbers. For the most part, staff was very positive about VRU technology assisting with their daily work. However, they did identify several concerns regarding implementation of this technology. Some felt that it might be too impersonal and that the City would become too dependent on technology. Others questioned the accuracy as wefl as the privacy of data. Several staff members wondered how much staff time the system would req�ire to create and maintain. And one staff member questioned whether now was the time to act. Could technology improve in the near future to allow voice/visual interaction? These concerns will be addressed later in this report. Recreation Survev. The recreation survey depicted in Appendix E was mailed to 45 residents who participated in one of Fridley's programs during the Spring of 1994. Participant lists from child, youth and adult programs were used to generate a sample. As of Friday, April 29, 33 surveys were returned to the City. Of these respondents, approximately 67 percent claimed they would use phone-in registration which might accept major credit cards as a method of payment. (Registration Question #5A). This same percentage of respondents - 67 - said they would use registration and program information if it were available 24 hours a day. (Hours of Operation Question #2A�. An overwhelming majority of respondents - 82 percent - wouid like to see additional hours provided by our recreation staff. (Hours of Operation Question #1). The first choice for additional hours was on Saturday mornings, from 9:00 until noon. Seventy percent of the respondents requesting additional hours selected Saturday morning. Participants can always register by mai! but the scope of the Recreation Survey was not to emphasize the opportunity of registering this way. RECOMMENDATIONS Technological advancements have changed the way organizations conduct business on a daily basis. One needs to look no further than their bank with automatic tellers and telephone interaction to see the impact technology can have on society. Even local government has seen a benefit from certain technology such as fax machines and computer networks. But not all technological applications lead to progress. Depending on an organization's needs and how it uses technology, efficiency may or may not prevail. That is why a carefully planned strategy for implementation, along with a thorough evaluation of an application, is paramount in any organization. VRU technology, or some very similar application, will one day be part of every government entity. For the past year, the City of Brooklyn Park has used a simplified system to disseminate routine information as part of their "Come Back to the Park" campaign. The cities of St. Paul, Roseville, Maple Grove, New Brighton, and Burnsville are also considering similar technology. These are additional reasons why I recommend the City of Fridley pursue VRU technology. My suggestions are as follows: 1) Implement all Level 1 type applications by June 30, 1995. Examples include City Council meeting dates and crime prevention tips. A complete list is found in Appendix E. 2) Delay implementing any Level 2 applications for the following reasons: • More analysis must be done on each application identified to determine if it is cost effective and given the consensus that many residents would not immediately use the technology. A cost bene�it analysis is necessary for each application and staff must look at sensitive issues such as fees for services provided as well as the use of credit cards as a method of payment. • Basic Level I applications would introduce the citizens to this technology in a non- threatening way since little is required of the caller. A flow chart on each Level 2 application is necessary and should be completed by June 1, 1996. • Waif for interactive applications to be tested. Currently, the product (technology) exists but a proven application in local government does not exist, especially in Minnesota. The City of Fridley should not be the first municipality to test this application while a vendor "gets the bugs out" of the system. • Security within the system and data privacy issues need further attention COST particularly with an interactive system where the caller is in control. The actual cost for a Level 1 turn key system from Tele-Works, Inc. (Blacksburg, Virginia) is approximately $13,000. This would include the hardware, software and the initial set-up of all Level 1 applications by a professional voice artist. Tele-Works would supply the City with a"template" for each of our applications and we would involve staff to fill in the blanks for the initial application to make it Fridley-specific. After that, maintenance of the system would take 15 minutes to a half an hour eacfi day. (This time figure is according to both Tele-Works and the City of Brooklyn Park). In addition to turnkey costs from Tele-Works or which ever vendor is chosen, the City would also incur telephone costs from our current vendor. It is recommended that we begin with two direct lines for the VRU system at a cost of $50 per line each month along with a$50 per line hook-up fee. Two lines would easily handle our initial load of calls and would most likely handle all Level 1 applications for years to come. Over a five year period, this system would cost the City $19,100 excluding staff time. This equates to $3,820 per year. The City of Fridley has $50,000 budgeted in its 1994 Capital Improvement Program fund for this project. BENEFITS Unfortunately, return on investment is difficult to measure in nonprofit industries. And even though the initial capital outlay seems large in the short term, if spread out over a longer period of time (five years), the cost is easier understood. Service to the residents of Fridley will be enhanced since 24-hour information can be given. And since it is a budgeted capital outlay, no new taxes are required to establish or maintain a VRU system. Other benefits cited include: • Messages on system would be concise, consistent and complete which would enhance customer relations and reduce operating costs. • Correct department telephone numbers would be given to call for further information so that each resident always has the opportunity to talk to a"real" person. • More effective communication should result in a better educated public which should reduce staff time answering routine questions. • 91 % of the public using Tele-Works' VRU system approved it as an effective method of information dissemination.° • Staff-assisted calls cost approximately 68 cents each, whereas VRU only calls costs only 9 cents each.s • Virginia Beach, Virginia claims to have saved over $95,000 in staff time since installing their system in January, 1992.6 KEY NEXT STEPS In order to proceed with this project, several key steps must be followed. First of all, management must support this project. It must receive approval in concept from the City Manager, each Department Head, and the City Council. Only then can we proceed with the following strategy: 1) Write Request for Proposal for VRU 2) Solicit Bids 3) Award Bids 4) 5) 6) 7) Instatl VRU System Begin Internal and External Promotion System available to citizens making Fridley a"24 Hour City Hall" System Maintenance and Evaluation In Appendix F, a timeline is presented along with the responsible person needed to carry out each activity. Because the basic VRU system is not complex, the request for proposal, advertisement, solicitation and awarding of bids can all be handled by staff. This process could take up to three months, if written on an infrequent basis, but could save the city nearly $3,000 in consultant fees. That is what one consultant would have charged for an analysis similar to this report. Installation of the system, including initial voice prompts and system training would be handled by the chosen vendor. This would take approximately one month but would save the City enormous start-up costs. lnternal promotion would be handled through a series of training sessions and advertisements. The office of the City Clerk and the MIS Specialist would be responsible for training key department personnel and developing promotional materials, such as flyers in paychecks, to introduce the system to staff. Electronic mail would also be used ° as an internal communication tool to "welcome" the VRU system and announce the opening of the "24 Hour City Hall". External promotion to the citizens and citizen groups would be the most crucial and time consuming phase of the project. A series of the following events would be most effective to inform and educate the citizens of Fridley about the VRU system: • Broadcast the new system on local Cable Television Channel 33 for several months. Use brief screen displays as well as concise "how to" spots announcing the 24 Hour City Hall. • • • • � Introduce system in City's next quarterfy newsletter then include the telephone number and basic information in eve newsletter that follows. These newsletters are mailed to every resident. An insert showing every available phone extension and the service provided would be included in the initial promotion. Two insert examples - one from Kirkwood, Missouri and the other from San Mateo, California - are excellent sources and are displayed in Appendix G and Appendix H. Include the same insert in every new residents information packet. Promote the benefits and publish the telephone number in quarterly Recreation brochures, Senior Center newsletters and Crime Watch flyers. (This is also a highly effective strategy for gradually introducing resistent markets, such as senior citizens, to the technology). Address primary citizen groups and introduce the system to them. City Staff might speak to the local Chamber of Commerce, Knights of Columbus, Lions Club and Historical Society to inform these groups and solicit input for possible extensions to share their information with the residents of Fridley. Post VRU telephone number on large sign outside of City Hall on University Avenue. A large traffic flow passes by this point each day. The division of the City Clerk and the MIS Specialist would share responsibility for initial promotion of the system. The immediate blitz would last approximately two months but would be on-going for nearly six months through a series of cable spots, newsletter articles and meeting with local groups. The VRU system would go "live" sometime in June 1995. It is anticipated that it would be available for use to promote next year's Fridley 49ers Days. PERFORMANCE EVALUATION City staff, the Council and the residents of Fridley must know that this technology is being used. Fortunately, VRU technology can be monitored through a series of reports that the system will generate on command. These reports will indicate the number of calls to the system (usage), the time of each call and the length of each call. Based on these reports, staff must then determine if new promotional efforts should be examined or if the existing campaign is adequate. A monthly report will be generated for staff review. A six month report with analysis by staff, will be generated and forwarded to the City Manager and City Council. After that an annual report will then be sufficient for management review. A second method of evaluation to consider is to ask the citizens of Fridley their opinion of the VRU system. This could be accomplished in two ways: 1) in the next Citizen Survey, and/or, 2) as an extension on the VRU system. Most likely, a Citizen Survey would yield similar results to those reported in the 1993 Survey unless the wording of the question was changed. This is especially true if the residents remain the elderly who may never be exposed to the system unless they participate with the Fridley Senior Center. By using an extension on the VRU system, we would not only be able to ask citizen's opinions of the technology and how it is used, but we could use this opportunity to inform residents of the benefits and applications of the system. Given the previous analysis and the non-threatening appeal of Level 1 applications, I suggest approval of the VRU concept as a communication tool at the City of Fridley. I believe it will be an effective medium for reaching the citizens of our City and for those citizens to have continuous contact with staff and the services we provide. � � , ' � FOOTNOTES 1. "1990 Census of Population and Housing", Machine Readable Data Center, University of Minnesota Libraries, July 22, 1992, p. 1. 2. "1993 Techknowledge in America", Dell News, Study by Dell Computer Corporation, July 26, 1993. 3. "1990 Census of Population and Housing", Machine Readable Data Center, University of Minnesota Libraries, July 22, 1992, p. 1. 4. Promotional brochure, Tele-Works, Inc. 5. Ibid. i6. Ibid. ' C ' ' � � � , � � � � _.. :.i:_ _ ?v�:, !=J'_�i: IN�?:�t:'i'=�`'. _`,. �_.= i: _ " ....:. V �, _� � `= �V�.! ;.:i, i�aC):,! Vd i n.� "'r'n;' _-:. "� =__� C': IlL t'l'r C;i;.;i. �'��v _ ��_ �`�.0 37_� c � � �- � }"�-`�-�' T � � _ _ � � . 9 3 F: . f3 L�Z.`rLE ; -LL�= � 2. 3 13 . 3 , ?�:: � i r�'1' A I� �• - _ - - . 4 - 0 . _ i DK-REr S .� 7.5 Missing ------- ------- ------- To��l _��=_ iG�.G 100.0 CAT ENFORCEMENT OF A CAT LEASH LAW Value Label VERY SOMEWHAT LITTLE NOT AT ALL DK-REF .�._....__.,_ ��.� �� 8_., Valid Cum Value Frequency Percent Percent Percent 1 285 28.4 30.4 30.a 2 191 19.0 20.4 50.7 3 171 17.0 18.2 69.0 4 251 29.0 31.0 100.0 S. 56 6.6 �Nlissing ------- ------- ------- Total 10�� 100.0 100.0 UTIL 24 HOUR TELEPHOl`TE ACCESS TO II�Tr'Q�t�LATION Valid Cum Value Label Value Frequency Percent Percent Percent VERY 1 93 9.3 9.9 9.9 SOME4�ii�T 2 18 � 18 . 3 19 . 6 2 9. S LITTLE 3 288 28.7 30.6 60.1 NOT AT ALL 4 37� 37.4 39.9 100.0 DK-REF S 5� 6.4 Missing Total lOG� 100.0 100.0 B?�NK AUTOMATIC BANK �tiTITHDRAWF?� FOk L-==I � Y BILLS Value Label VERY SOMEWHAZ' LITTLE NOT AT ALL DK-REF Val id Cur�l Value Freque- �-.� =�� cent Percent �°Z-CP�� 1 �� .$ 6_7 6.2 2 1-_c 1G.7 15.7 21.° 3 2�° 26.8 28_5 SO_5 4 465 46.3 49_S 100.0 5 6� 6.4 Missing ------- ------- ------- Total 100a 100.0 100.0 27 APPENDIX A .�� /� , ,'� VCT � `JOTE IN LAST CITY �LECTivi� r Value Label Y�� NO D�C- REF REA.D READ FRIDLEY FOCU Value Label YES NO DK-REF WATCH Valid C.�-, � Value rrequency Percent Percent Perc�::t 1 790 78.7 80.1 80.1�� 2 196 19.5 19.9 100.0 ' 3 18 1.8 Missing ------- ------- ------- Total 1004 100.0 100.0 , S , Valid Cum Value Frequency Percent Percent Percent 1 903 89.9 91.8 91.8 ' 2 81 8.1 8.2 100.0 3 ____20_ 2.0 Missin ------- ------g ' Total 1004 100.0 100.0 HOW OFTEN DO YOU WATCH COUNCIL MEETINGS , Value Label TWICE MONTH ONCE MONTH ONCE SIX - LESS THAN SIX NEVER NO CABLE REFUSED WTCH2 WATCH CABLE TV 33 Value Label TWICE MONTH ONCE MONTH ONCE SIX LESS THAN SIX NEVER NO CABLE Valid Cum ' Value Frequency Percent Percent Percent 1 79 7.9 7.9 7.9( , 2 115 11.5 11.6 19.5\. 3 73 7.3 7.3 26.9 4 92 9.2 9.3 36.1 S 194 19.3 19.5 55.6 ' 6 441 43.9 44.4 100.0 7 10 1.0 Missing ------- ------- ------- ' Total 1004 100.0 100.0 ' Valid Cum ' Value Frequency Percent Percent Percent 1 85 8.5 8.6 8.6 ' 2 79 7.9 8.0 16.5 3 72 7.2 7.3 23.8 4 92 9.2 9.3 33.0 � 5 222 22.1 22.4 55.� ' 6 443 44.1 44.6 100.0 7 11 l.l Missing ------- ------- ------- ' Total 1004 100.0 100.0 � �� 32 , � AGE AGE OF R£SPONDENT Value Label UNDER 21 21-30 31-40 41-SO S1-60 61-65 OVER 65 REFUSED Valid Cu� Value Frequency Percent Percent �erc��t 1 10 1.0 I.0 i.0 2 94 9,4 9.5 10.5 3 180 17.9 18.2 28.7 4 201 20.0 20.3 49.0 5 230 22.9 23.2 72.2 6 111 11.1 11.2 83.a 7 165 16.4 16.6 100.0 8 13 1.3 Missing ------- ------- ------- Total 1004 100.0 100.0 DWELL TYPE OF DWELLING YOU NOW OCCUPY Valid Cum Value Label Value Frequency Percent Percent Percent ONE FAMILY 1 889 88.5 88.5 88.5 APT 2 48 - 4.8 4.8 93.3 MULT FAMILY 3 17 1.7 1.7 95.0 MOBILE HOME 4 14 1.4 1.4 96.4 OTHER 5 28 2.8 2.8 99.2 REFUSED 6 8 .8 .8 100.0- Total 1004 100.0 100.0 OWN OWN OR RENT Valid Cum Value Label Value Frequency Percent Percent Percent Oy� 1 887 88.3 88.3 88.3 RENT 2 83 8.3 8.3 96.6 OTHER 3 24 2.4 2.4 99.0 REFUSED 4 10 1.0 1.0 100.0 Total 1004 100.0 100.0 30 CODE HOUSING CODE INSn�CTZON PRIOR TO SALE Valid Cum Value Label Value Frequency Percent Percent Percent VERY 1 118 34_4 39.0 39_0 SOMEWHAT 2 106 31.0 35_1 74.1 LITTLE 3 42 12•2 13-8 87-9 NOT AT ALL 4 37 10.7 12.1 100.0 DK-REF S 40 11.8 Missing CONTROL G�OUP -a1 342 loo . o loo . o CAT ENFORCEMENT OF A CAT LEASH LAW Valid Cum Value Label Value Frequency Percent Percent Percent VERY 1 89 26.0 27.5 27.5 SOMEWHAT 2 54 18.8 19.8 47.3 LITTLE 3 32 9.4 9•9 57-2 NOT AT ALL 4 139 40.5 42.8 100.0 DK-REF S 18 5.3 Missing Total 342 100.0 100.0 UTIL 24 HOUR TELEPHONE ACCESS TO INFORMATION Valid Cum Value Label Value Frequency Percent Percent Percent VERY � ='�l 28 8.1 8.5 8.5 SOMEWHAT 2 57 16.5 17.3 25.8 LITTLE 3 111 32.3 33.8 59.6 NOT AT ALL 4 132 38.5 40.4 100.0 DK-REF 5 15 4.5 Missing Total 342 100.0 100.0 BANK AUTOMATIC BANK WITHDRAWAL FOR UTILITY BILLS Valid Cum Value Label Value Frequency Percent Percent Percent VERY 1 18 5.3 5.8 5.8 SOMEWHAT 2 35 10.3 11.3 17.1 LITTLE 3 85 24.9. 27.3 44.4 NOT AT ALL 4 174 50.8 55.6 100.0 DK-REF S 30 8.7 Missing Total 342 100.0 100.0 27 READ READ FRIDLEY FOCUS _, Valid Cum Value Label Value Frequency Percent Percent Percent� YES 1 298 87.0 87.3 87:'� NO 2 43 12_7 12.7 100.0 ' DK-REF 3 1 _3 Missing Total 342 100.0 100_0 ' WATCH HOW OFTEN DO YOU WATCH COUNCIL MEETINGS Value Label TWICE MONTH ONCE MONTH ONCE SIX LESS THAN SIX NEVER NO CABLE REFUSED WTCH2 WATCH CABLE TV 33 {� Value Label � TWICE MONTH ONCE MONTH ONCE SIX LESS THAN SIX NEVER NO CABLE REFUSED WARD WARD OF RESPONDEN Value Label Valid Cum ' Value Frequency Percent Percent Percent 1 29 8.4 8.5 8.5 ' 2 43 12.6 12.8 21.3 3 30 8.7 8.9 30.2 . 4 16 4.8 4.9 35.0 � 5 75 21.8 22.2 57.2 6 144 42.1 42.8 100.0 7 6 ___1_7- Missing ' Total 342 100.0 100.0 ' Valid Cu� Value Frequency Percent Percent Percei��' 1 27 8.0 8.1 8.1 2 24 7.1 7.3 15.4 3 29 8.4 8.5 23.9 4 23 6.7 6.8 30.7 S 77 22.6 22.9 53.6 , 6 156 45.6 46.4 100.0 7 6 1.7 Missing Total 342 100.0 100.0 ' T , Valid Cum Value Frequency Percent Percent Percent' 1 124 36.3 36.3 36_3 2 108 31.5 31.5 67_8 ' 3 110 32.2 32.2 100.0 ------- ------- ------- Total 342 100.0 100_0 ' \ 32 ' ' AGE AGE OF RESPONDENT Value Label U'NDER 21 21-30 31-40 41-SO S1-60 61-65 OVER 65 REFUSED Valid Cum Value Frequency Percent Percent Percent 1 12 3.5 3.5 3_5 2 70 20.5 20.6 24.1 3 78 22.8 23.0 47_l 4 55 19.0 19.2 66.3 S 60 17.5 17.6 83_9 6 24 7.0 7.0 90.9 7 31 9.1 9_1 100.0 g 2 .6 Missing Total 342 100.0 100.0 DWELL TYPE OF DWELLING YOU NOW OCCUPY Valid Cum Value Label Value Frequency Percent Percent Percent ONE FAMILY 1 288 84.2 84.2 84.2 APT 2 21 6.0 6.0 90.2 MULT FAMILY 3 13 3.8 3.8 94.0 MOBILE HOME 4 3 -$ •8- 94'8 OTHER 5 18 5.2 5.2 100.0 Total 342. 100.0 100.0 OWN OWN OR RENT Valid Cum Value Label Value Frequency Percent Percent Percent O� 1 270 79.0 79.0 79.0 RENT 2 50 14.8 14.8 93.8 OTHER 3 21 6.2 6.2 100.0 Total 342 100.0 100.0 PERS NUMBER OF PERSONS IN HOUSEHOLD 18 OR IJNDER Valid Cum Value Label , Value Frequency Percent Percent Percent 0 219 64.1 64.1 64.1 1 52 15.1 15_1 79•2 2 58 17.1 17.1 96.2 3 8 2.4 2.4 98_7 4 S 1.3 1_3 100.0 Total 342 100_0 100_0 30 �a Unknown Over 65 61 — 65 51 — 60 41 — 50 31 — 40 21 — 30 Under 21 CITY OF FRIDLEY SAMPLE MARKET BY AGE Number of Actual Percent of Survey Percent of Registered Surveys Surveys Results Surveys Voters Mailed Mailed Received Received 2668 1318 752 2092 2739 3452 3576 389 548 247 163 424 537 712 690 72 Total 16986 3393 20.54% 18.74% 21.68% 20.27°/a 19.61 % 20.63% 19.30% 18.51 % 19.98% APPENDIX B 13 165 111 230 201 180 94 10 2.37% 6fi.80% 68.10% 54.25% 37-.43% 25.28% 13.62% 13.89% 1004 29.59% ' '��- ' ' To: City Manaqer Bill Burns Bill Hunt Roberta Collins Jim Froehle Police � ' Dave Sallman Laurel Anderson ' Rosie Griep Bob Friis C� ' , � ' C � ' ' � Community Development Barb Dacy Michele McPherson Lisa Campbell Grant Fernelius Fire Chuck McKusick Sherree' Smith Dick Larson PW - En_ ineerinq PW - Maintenance John Flora Paul Lawrence Char Zimmerman Lois Witte Scott Erickson Jim Saefke From: Bill Champa Finance Howard Koolick Judy Melham Leon Madsen/Mary Smith Marcy Everette Ellen Duncan Recreation Jack Kirk Sue Johnson Debbie Campobasso Liquor Store Mike Larson lmagine being a resident of Fridley and using only your telephone to register for a recreation program or to call in a water meter reading without ever leaving your home. Imagine using FMlV Channel 31 in an interactive forma� to find out where you vote or how you apply for a building permit. Does this sound too futuristic? Unrealistic? Perhaps. But 1 am researching the feasibility of using technology to disseminate information to our citizens on a 24 hour a day, seven days a week basis. l refer to this project as the "24 Hour City Hall." This concept could acquired technologie Units), lVR (lnteracti telephone (touchtone combine s such a ve Voice and per a conglomerate of s interactive media, Response), a host haps rotary dial). existing and yet-to-be VRUs (Voice Response computer and a basic I have severa/ ideas of how this technology might help us in our daily work while providing expanded access to information for our citizens. But l'd like to hear your views. (You know more about your daily tasks than l do!) P/ease take a few minutes and complete the other side of this letter and return it to Bill Champa by Tuesday, March 15. I look forward to hearing from you! I APPENDIX C Department: SURVEY - "24 HOUR CITY HALL" Division: ' �� ' What use(s) might your� Department/Division have for such te.chnologies? 1. _ 2. . _ a v�;� 3. : �� , ��_. r How might this technology help you perform your duties? � ��': . .,,. ; ; �; fr _ _ . � �. „ . � �,,_ : ,�. ... . :.,<� . ,, , - , �, �: �. Could this technology reduce staff time in. your Department/Division? -(� � r� � � � �_ . '� What concems, if any, might you have with this technology? :� � Please return to Bill Champa by Tuesday, March 15, 1994. Thank you! , ' ' ' �. , ' � } � Q � � � � W � � � � J Z � W F-- Z � W J 0 � LL LL � � U w � � J W 0 H Q � W F_- � U Z O H Q U J LL n' OQ r r r�"' r T r r T T r r' r' J W> W c�• J Z W �� UU WQ Z ��oo�0000000000 ?�-zz}zzzzzzzzzz r' r r T T T T r z°z°z°z° z° z°z°z° ,��1LSl'�l`�1V`I 0 0 0 i r�� i z°� �� - J Q � � j U Z Z �� O�(��-Z}ZZZZZZZZZZ ZZZZ Z ZZZ ZZ�-Z ZZZZ ZZ 1-- � W� O �Q J Z � � J � � � � N � � � � N N � � � N � � N N � N W— Q N� N N� N N N N�� N N N� N N � �� N �� N � N N N �� pCZU��->-��r�'�>-�'>->-} }�>-� � }�>- �-�Z� Z)-?-� >->- LL LL H � � m � �i 0 � � o � a� : U o �� : :� � � : : � � : c c -� o : � � : � � : c :w � � � ; �' � � � :i� *- •- o � :ai 'vi : �� :vi � ��0� :L :� :v�`n�� c'�'n ' `- � � � ' C : � ' N : c� t� c� : ' : O : � : U •� c� � — ' � '� :� :� : O ��- O O : U : � : � � � : O :"'" ;� :Qu- � � Q � N :o :� :��E��Z :� :a�o 'c�m :o _�,�o�� Q� :��Q��wo�Ja�iv�.� �?��ac�•.°-.'� :o��a�La�'iQ�o�� •- c•- � ��,c a��> � oY cacn c�U c p�� m:�.�� o � �� L~ LL �_'C �` W U C O!� (nL cd vi '��— � C � Q : 'Q C'— c� 1— �: c'.'U O O •��aC �� L=O �V1L�c� N�� '�(�p��N �,L p O O�� c�C'3 p� �+,� �._ 7�.-.- �CS O��C N C> C�� Ud �U��cnmQ��=a�iac�io•��°a`>��.?��ocua>��o�� o.� �> �oCO o o � mU o:,=.'_ 3 a� c � � c0� �� c� � c� c c o c � � � �:Q� QUa a�i � � o � �a.c% � o a?� �U a`� v�� o�D � � a� � c�U � O �� O N c� �Q�.��Z N 3 N � �-- � � � � � � C� � � Q�— N � oUaa�cnU��,•�,po� �coa��-��cvcoca�,..N._��300a��,u.� =>,EE-��c��c��oc: �c��ca�'��-��N=a�Eou�.Q��'-c �._. o-L•�.L � a� o o a� o�Ucnv�� a��a�C'� a� o�� , c�� 02,� o a� m� a� NUUUDtLLl-C3=�J�dd � � (n�Q QUUU 11-'7�� Cn appFNnix n � Cily of I� ridlcy C}�1•3I Univ;:►-sit� Avcm�e N.s�:. I�c:cm.alion & Natur�i l�csourc;c Dcpart►ricr.►t I� ridlcy, ''�9 N 5��1.32 ' (fi 12) 572-3570 7h.e City of Fridley Recreatio�z & 11��atural Reso�rce Ueparlmen.t is corisl.aiatl.y strivi.rr� �o uffer r�cr.11e:rit c�i.ctonier seroicc� �'' tv [/ic residerits of Fri�lley aixd pun.r.cipaal.ts i�a our progran�.c. Please take a nwncc�zt tu lcl u_c kri.uw h.ow u-e are doiitg. �l�.is surt�c�� can be returned to our office wi.th. tl�.e P.11.CI4SP,l� self-addressed s1.amJ�ed enve,lope. �PtZOGRAM INFORMAT[ON 1. How did you reeeive the inforn�ation on the C135S�eS� }'011 reeently [ J Received brochure �n mai� registered for? [] Received Ilyer thr��ugh school ' ( ] Friend/Relative ( ] Phone Inquiry [ ] Newspaper ' [ ] Other: REGiSTRATION 1. How did you register for your class(es)? (] Through the me�l � [] In person at Recreation ofEice [ ] School Drop F3ox [] ARer hours mail slot at o�ce ' 2. Did you receive written conCnnation of your class(es)? [ J Yes [) IVo 3. Was the staff inember that helped you with your registration helpful? [) Yes [] No [] N/A ' . 4. Was tlle staff inember that helped you with your registration courteous? [] Yes O No [] N/A '( - S. A. If we were able to accept phone-in registrations using a major credii [] Yes (] 1Vo [] N/A card would you utilize tliis service? �, B. Would you use this service after 5:00 p.m.? [] Yes [] No [] N/A 'HOURS OF OPERATION 1. Our ofGce hours are currently Monday through Friday, 8 a.m. - S p.in. [] 7 a.m. - 8 a.m., M-F �liat additional �lours �vould you like to see our office open (you (] S p.m. - 7 p.►n., M-F ' may check more than one)? [) 7 p.m. - 9 p.m. , A1-F [] 9 a.m. - 12 noon, Sat. [] 1 p.m. - 4 p.m., Sat. � [ ] Other : 2. A. If our registration process and program iii%r-tilation was available [] Yes [] No [] N/t1 ' to you 24 hours a day by phone, would you utilize tl�is service? [3. Would you use this service outside of the 8:00 a.m.-5:00 p.m. (� Yes [� No (] N/� ''' time period (before 8 a.m. and/or after S p.m.)? � Please feel free to use the reverse side of this form for any comments you have regarding the Recreation & Natural Resource Departmeni programs/activities, or tlie registration procedure. � 'Iliun{c you for talcing the timc; to oomplctc this aurvey. We }►opa lo improve our quxlity o( sc:rvicc by your rt�ponse_ SU94-OS � APPENDIX E � H-- Z W > w � O w z J W � H 0 W � O � O � � z � � � w � } H � � U Q � L O � U c� � � 0 � � � � U � i � O U- r� � U � � � � - - - � (� (� N � � •� � � (Q � (Q U C � � �� C �U Y � Y YY N � � N � U U U UU � � � �� U U U UU N � c� c c� � � � U � � Q � V O � U � � U � � � � �>L U > > � O � � O LL � Q p O O � � � a� > � ° �� .� � � mm � 'U N �.. � o � � � L o�C U a�C t� Q � L O O j N � � � m U U C C � c� c � � � � � � � � �U .� Q � U � (n I� � � � � � � Y Y �' � Y i � N (� � N �U U �U U �� >U UwU U c � .-. �� E � Q � � � � .� � � 'c� ��O `L- ^' f � � � � � �C >.-� ^ '^ .-� � v � � v' O � � � � � � o o O p � ��000 � ;-. � �,�0000 �in � o � � �� o� �.oa�a�N o � � � > � c c c � — � � J � :_. �. �. � n�' �o>000 > � � wC3wUUU W � 0 U N � N U C (� c � � � � U '� t �U � F— (n � � Y Y N N UU UU � —o�� NO>+ OQU� UQ �Q �N� � Q>UC� ��oo N �tiU 3 •- �� • • 2 J W ��-ZJ�Q-~�U ZLO¢ti}ZJ�Q-~�U ZZ Qp�Q��WUOW �QWQdQ��L1.1UOW �Q� o rn��-�QcnOZO Q,��Q�-�-�QcnOZO Q,-�-� r- � APPENDIX F APPENDIX G ZZLf9 OW 'P�+►�I�!H P�21 P�+►�I��I 43�5 6£L , P��1��! � �i!� K/l?KWOOD COA/NECT/ON fill/TOMI�TED �NfORMAT/ON /�DR THE C/TlZEMS Of K/R�fWOOD The City of Kirkwood is committed to informing its citizens of servioes and resources available in Kirkwood. Kirkwood Connection is available 24 hours a day, year-round as a service to you on the most- asked about topics. Brochures are available at City Hall, the Community Center, and the Library. To Use Klrkwood Connecdon: Using a touchtone phone, d/e/984-5984 to access the recorded messages. You may enter a message number at any frme during the introductory message. Ehter 41-1 for e complete listing of available messages. You may choose up to 4 messages during your call. Thank You for Ca//ing! Sa mbar 1993 �� AOirtIa1S � Fnanciag Prognms ..............................273 Bail And Bondsman Information ... 357 10' Crime Prevention For Businesses ......... 274 Probate Court ................................... 358 Animal Control Services ............... 201 Business Licenses .................................. 275 Circuit Coun ................................... 359 Lost Or Found Animals ................ 1A2 Liquor I.icensing ................................... 276 Nuisance Animals ......................... 203 How To Be Added To A Bid List ......... ^_77 !)aY iers !nf��mQtiot� Dead Animals On Qr Along The City Coaneil, Boards, & 107 Road Or On Private Property,....... 204 �nding Child Caze Serviccs ........... 380 �5 Commissions Day Care Subsidy Programs......:....: 381 Leash Law .........:.:..................... ... Animal License InformaUon........: 206 General Information And How �04 Day Care Scrvicrs In Rabies General Informadon .......... ?A7 To Contact Council Members ............... 300 Residential Zoning Districis ........... 382 City Council Meetings Edaeation 8 Sehool 8uilding General Information .............................. 301 �QZ Agenda For Upcoming information Building Inspections .......:.......:..... 230 City Council Meetiags .......................... 302 108 Occupancy Permits ........................ 231 ASenda For Upcoming Public Hearin s ..................................... 303 �ucation-General Information ...... 400 Electrical Permits .......................... 232 g Calendaz And Holiday Schedule ..... 401 Demolition Pemvts ....................... 233 City Hall Hours Of . Plumbin /Drain La 'n Permits... 234 �Pentions/Closings .............. ..........304 Emergency School Closing S Yl 8 ...... Elevatoz Permits And Inspections. 235 When Are Elections Held? What Announcement ................................ 4 2 Buildin� Peraut Requirements Ar� The Requirements To Run? ...........305 School Boazd Infoanation ............... 403 . y�b Complaints About City Services ........... 306 A«endance Areas And School And Fees...........' ........................ . ..... 404 General Information On Boards And Assignment ............................... . Boundary Infotmation ................... 237 High School Equivxlency Tcsts ...... 405 Pro crt Maintenance .........:....... 238 ��ssions And Now To Contact P� Y ^ Head Stan Program ......................... 406 Fences ............................................ 239 Members ................................................ 307 Storagc Shcds And Garages.......... 240• �ommunity Davalopmant EmPloymQnt With Tha Sign Orclinance .............................. 241 Le;ad-based Paint Inspection ......... ?A2 Services Of The Community �OS �j� Q( �(j(�(yyppd Development Departm�nt ..................... 330 Radon Gas ..................................... 243 . �O9 Abar.doned Ve}:icles ..................... 244 Comprehensive Planrung Available Employmcat 1�lid: Information ............................................331 ThcCit OfKirkw«,d..........._........430 Liccns�:d Convactors ..................... 245 Y Home Improvcment Program ................332 Em lo ment A licxii��n Architecwral Review Board.......... 246 ,, p Y PP Landmazks Commiss�on .......................333 Procedures .................................... .. 431 [iaslnass 8 Economic Coart Information pira Dapartmant DavaloPmQnt lOb 110 1O3Municipal Court Jurisdiction ................350 Municipal Court Procedures .................351 General lnformation................. ...... 450 Generel Information ....................... 270 Tours Of Depaztment Facilities ...... 451 Municipal Court Appearances .............. 352 [nformation On The Kirkwood F'ue Deparunent Continuances ................. ....................... 353 Chamber Of Commerce ................. 271 Educational Programs ..................... 452 Payable Offenses/Payments ................... 354 How To Start A Business Cit Ordinances, Cit Attorne 355 CPR Course Information ................. 453 U� Kirkwood ........................ .. 272 Y Y Y............ Smoke Detector Program ................ 454 ......... Public Defender ....................................356 f � • � i �� Pi. �<,' i:: 984-5984 0(IRK�NOOD COMHECTION FirQ ��apartmant (con'tj �� 0 Home Fire Fscape Planning..........455 Home And Chimney Inspections .. 456 Firc E�tinguishers ......................... 4S7 Fire Code Information ...................458 Fire Exits ....................................... 4S9 H:�ard��us Matcrials ..................... 460 Rcgulaiions On Outdoor Buming.461 Fucl Su�rage Tanks ........................ 462 Fireworks ....................................... 463 Arson............................................. 464 Kirkwood Public Library �� Gcnera� Information ......................480 Libnry Hours And Location ......... 481 Chilclrciis Services And I'rograms ............................... 482 The Friends Of The Library .......... 483 Oldar Adalts / Individo- ats With Disabi{itias ��Z Older Adult Progmms ................... 500 Living Accommodauons For Older Adults ........................... 501 Housin� For Low-income Older Adults ........................:.........502 Meals On Wheels .......................... 503 Public Transportation Services For Persuns With Disabilities And Older na�i�� ............................................ soa Barrier-removal Assistance For Individuals With Disabilities ........ 505 Disrblui Advisory And Awareness Commission ................ 506 Parks Fr RacrQation, Entartainmant, Local }listory, ArQa Attractions 113 Pazk I.ocations ...............................530 Community Cencer LACation, Hours, Services, And Rentals........ 531 SoRball Hotline Information ......... 532 Special Evencs Information...........533 Picnic Reservations ....................:.. 534 Kirkwood Pazk Tennis Cencer ...... 535 Adult S�x,rts ................................... 536 13ike Itoute Information ................. 537 Fishing l.aws ................................. 538 Vark Rulcs And Regulations ......... 539 Reporting Vandalism Or ltep:ur Necds In Kirkwood Parks.. S40 Voluntearing In Parks And [tu;reation ..............................541 Ice Rink 12entaUBuilding Rentals . 542 Ice Skating Lessons ....................... 543 Ice Skating, Public Lessons........... 544 Kirkwood Pool ............................... S45 Local His�ory ................................. 546 Area Atvactions ............................ 547 Dlannin9 & Zoning 114 Planning Commission Informatioq ......................:............. 570 Subdivision Approvai .................... 571 === 0 � Rezoning Pruccss ...............................572 Sp�:cial Usc Pcrmii .............................573 Zoning Variancc/ Board of Adjusuncn� .......................... i74 Polica Dapartmant ��5 Gcneral Infnrmation ...........................600 Tours UI' Dcp•rrtmcnt Facilitics ........601 Emcrgcncy Aaai�tancc ........................602 Crinx: Yrcvcntion For Rcsidcnts ........603 Yarking Tickets ..................................604 Neighborhood Watch Program .......... 605 Vacation Huuse W:uch Yrogram........6U6 The D.A.12.E. k'rugram ....:..................607 Block Party Special Pernut ................6�8 Curfew................................................609 Noisc Ordinancc .................................610 Seat Belt LawlChild SaCety Seats.......611 Handguns And Firearm Requirements ........................612 Bicycle, Moped, Go-cart, Roller Skatc Rcquiromcnts .................613 House Numbcring ...............................614 How To Contxct A U�tectivc .............615 How To Keport A Crimv .................... 616 . How To Repott Malfunctioning Railroad Crossings ............................. 617 How To Prepaze For A Tomado Or Major Storm ...................618 Pubiic Naalth 116 Public Health Information ..................640 Public Works ��% General Engineering Information......660 Driveway Permits ...............................661 Property Plats Or Surveys ..................662 Zoning Enfora:ment ..........................663 Snow Removal Policy ......................... 664 Street Sweeping ..................................665 Street Signs/Pavement Markings.......666 Street And Sidewalk Repairs .............667 SveetMaps .........................................668 Tcr.es Located On RightAf-Way .......669 Storm Water Problems .......................670 Leaf Vacuuming .................................671 Sanitation 8 Environmantai Sarvicas ��$ Sanitalion tiilling ...............................690 Sanita:iou Pickup, Spccial Pickup .....691 Holiday Sa�utation Yickup ..................692 Christtnas 7'rec Pickup .......................693 Yazd Waste Pickup .............................694 Yazd Waste Bag Infom�ation .............695 Compost Piles ..................................... 696 Ciry Of Kirkwood Francis Scheidegger Recycling Depository ........................697 Recycling Motor Oi1 .........................698 Mosquito And Rodent Control ...........699 Weed Control .....................................700 Social Sarvicas 119 General Information ........................... 720 Tmc 5 Financial Information �ZQ Ciry Sales Taa Inl'onnation ............ 740 Currcnt Luc:al' Taa Rate, And Duc Dates ....................................... 741 Tax Paymcnt Receipts .................... 742 Pcrson�d Nroperry Tax .................... 743 1'roperty Asscssmcnt lnli�rmatiun .. 744 Oiticial City Rccur�s .... ................. 715 Transportation 121 Public Transport•rtiun lnli�rmatiun 760 Kirkwood pool Shuttic Scrvicc ...... 761 Kirkwood Train Sta�i�m In(ormation ..................................... 762 ut��c�� ZZ Gencr.+t lntiorm;uion .......................780 Utility Conncction Proccdures ....... 7b1 Utility Recomicction Pro�cdure..... 7ki2 Utility Billing Procedures .............. 783 Utility Deposit ...........................:.... 784 Utility Payment Arrangcmcnts ...... 785 Budget Billing ................................ 78b Reporting Elecuical ProMems ....... 787 Water Scrvices ................................ 7$8 Watcr Hookup/ Tran,fer/Disconnect ....................... 789 Strcet Light Installation ................. 790 Sveet Light Malfunctivn ................ 791 Traffc Sianals .................._............ 792 Watcr Saving Tip�......_ .................. 793 Electrici�y Saving Tipa ................... 7y4 Electric Safety ................................. 795 Votar Ragistration & ElQCtion information 123 When Are The Next Elections'? ..... 82U Voter Regisvation ltcquiremcnts... 2S2] How To Obtain An Abscntee Ballot .............................. 822 Times And i.ocations For Voter Registration .......................... 823 Local Officials Representing Kirkwa,d .................. ft24 s�s�� orr<<si. Represcnting Kirkwuod...... ...._._. `�25 Fcdcral Ufficials Rcprescnting Kirkw�w� ................ . �i?6 Conwmar Sarvicas & Gan�r�! i�+ormaticn 124 Consumcr Problems ....................... S50 New Resident Information ............. 851 Farmer's Mazket ............................. 852 Postal Service General Information 853 Birth And Death Certificate, ......... 854 Mamagc Liccnses ........_..._.._.... _ iS55 Deputment Of Motor Vehicle; General Information ....................... 856 $ocial Security Admini,tration General tnformation .......................857 � � � .� � 1 � ' � � � � 1 , ' � � ' ' CITY OF SAN MATEO :,�^� �r� �. . _T-�: � REVISED, AUGUST, 1993 il ol ol' . a)�ol 0; JI 'v; �i 0 :0� Welcome to City Source! Using any touchtone telephone. you can access nearly 250 in(ormative recorded messages at any time! Select ihe code number(s) you want to hear and dial 377-4797. _For TDD messages dial 377-4798. You may enter a message numbcr aay Ume during the preambic. To hear another message, just enter that message number. You may hear up to four messages per call. City Source will get bigger and bcttcr. If you know a not-for-proCt activity in our community which should be on City Source, Iet us know at 377-4508. Hcrc arc a fcw tips to bettcr cnablc you to use City source. Touch Tone? Callers with rotary (pulse) phones can call City Source. but when they enter a message number, their phone does not generate the required tone. Some citizens have soived this problem by acquiring a telephone instrument which can be switched from pulse to touchtone. They use the pulse mode to call City source, then aCter the pre- amble stvls, they switch to touchtone mode and enter the message number. New Service Coming! City Source will permit callers to leave messages. This.ieature allows us to conduct citizen surveys of curient issues and it also permits citizcn input on selccted topics. City Source Busy? We simply cannot aff�d enough telephone lines to avoid an occasional busy signal. Please wait for a[ew moments before re-dailing City Source. Have paper and pencil ready to write information. This will help kecp the lines available for other cailers. Everyone will benef►t! Quick Tip You may press a new message number at any time. For example, if you get the wrong message. you may immediately enter another message numbcr without waiting for the mcssagc to Gnish. C all 377-4797 Emergency Telephone numbers City Source is a one-way inCormation system. In ihe event of an emergency, call one of the numbers listed below: Police ❖ Fire •:- Medical •:- 9 -1-1 Utilities PG&E .......................... 592-94 ] 0 Cal Water .................... 343-1808 Estcro Municipal Improvemcnt District ........................ 349-1200 Wastewaler .................. 377-4630 TCI Cablc TV ............: 345-2565 Westcrn Cablcd Sys. ... 366-8296 Volunteer opportunities are listed on messages 227 & 293 �� 377-4798 APPENDIX H ANIMALS 101 Animal Bites ........................................203 Mimal PeRnits/Licenses ..................... 204 Injured, Sick or Stray Dogs, Cats & Wild Animals ..........-•• ......................404 Loud or Barking Dogs .......................... 20! Nuisance Animals • ............................... 205 Pooper Scooper I.aw ............................ 202 CHILDREN'S ISSUES ��2 Child Care ............................................ 206 Daycare Cenler Requiremcnts ............. 207 CITY COUNCIL, BOARDS, & COMMISSIONS � . . . . Y Y V Y Y — Agenda�City Council Meetings............210 Agrnda/Planning Commission Meetings........................................... 212 Council Meetings ................................. 209 General (nformation ............................. 208 Information on Boards & Commissions213 Planning Commission Iniormation .._... 211 GOVERNMENT � 104 � amaa0000 Birth Certificates ..................................2i4 City Hall Operating Hrs/Closings........224 City Ordinances/City Attorncy ............. 222 Cam�lair,is f,t�ut Ciry Services..........22:i Consumer Problems ....................•••...... 22l Dealh CertiCicates ................................215 D'vectio�s to San Matco Municipal Court ............................... 218 How w Oblain a Passport .................... 219 Muaicipal Court Aprcarances ............. 216 Smoking Ordinance .:............................ 220 Traffic Court ......................................... 2 i 7 EMPLOYMENT & PERSONNEL INFORMATION 105 Becoming a Voluntccr with thc Ci1y ... 227 How to Apply for Iob Vacancics ......... '_'25 FINANCE DEPARTMENT BUSINESS LICENSES ��s Busincss Licenses ..................... ......... 230 Ausiness Taxes........-•••••••......•• .............231 Marriage Licenses ................................ 232 New Business & Business Research .. 233 FIRE DEPARTMEN 107 � � :—... Above Ground or Undcr Ground Storage Tank Pcrtnits ....................... 240 Arson.................................................... 418 CPR Coursc Information ...................... 415 Explorer Scout FireGghter Program.....413 False Alarm Charges .......................•••.. 245 Fire Escape Planning for Businesses .. 412 F'ue Setting by Children .......................420 Fue Eatinguishers ................................ 241 Fire Sprinkler System Petmits ............. 239 Fire Department Services .................... 242 Firefighters' Toys for Christmas .......... 414 FireCghting Employment ..................... 234 Fireworks............................................. 237 Holiday Fire Safety .............................. 410 Home and Chimney Inspactions .......... 417 Home Fire Escape Planning ................. 235 How to Obtain F'ueJMedical Reporls .. 407 Leaking Firc Hydrants ......................... 243 Luau Permits/Pit Barbecues .................408 Protecting Homes from Wild Fires ...... 416 Reporting Fire Hazazds ........................ 409 Smoke Delector Program ..................... 238 Telephone Solicitation and F'ucfightcr Fund-raising ................... 244 Tent Pcrmits ......................................... 419 Tours of Fuc Facilities ......................... 236 . . � . 1 i ��'I �II`I, Chilciren's Scrvices and Prograrns....... 254 Donating to the Library --:..•••••• ............. 248 Ceneral In(onnalion on the Public Library ......................:............ 249 How to Chcck Out Videos ................... 255 How to Get a Library Card .................. 253 Info Edge Research Scrvice ................. 247 Library Art Exhibits & Displays.......... 246 Library Hours & L.ocation .................... 250 Library Litcracy Program ..................... 256 Library Mectiag Rooms/Usc Policy..... 251 Library Ty�wri�crs/Photocopicrs ....... 257 Lihrazy Voluntccrs ............................... 259 Overduc Library Materiais ...................258 Personai Computers for In-Library Usc 252 �- OFFICE OF EMERGENCY SERVICES 709 Disastcr Preparedncss - Ncighhorhoocis, Business. and Groups.._._.....•••••....•••• 262 Disastcr Recovery ..•-••....•• .................... 265 Disaster Shcltcrs .................................. 264 Emergency Broadcast System/ Wcather Radio ...................................... 266 Emergency School Closing Announcement .................................. 260 Emergency Scrvices & Disaster Voluntcers ........................................ 261 Ernergency Shel�cr Information ........... 270 How to Prcparc for a Major Stonn ..... 269 Lightning Precautions .......................... 267 National Flood Insurance ..................... 263 Preparing for Emergencies ................... 268 PARKS & RECREATION ��0 . 1 � \ Adult Athletic Leagues ........................ 278 Adult Dance Programs ......................... 285 Aquatic Progra�ns ................................. 296 Athlctic and Ballficld Rescrvations ......................................... 2R1 Athietic Ciasscs ....................................279 Athlctic Ficld Conditio�u.•••-• ...............282 Bcachcs...........................•-......__............ 273 BikcPaths ................................••-.........301 Bike Trail (nformation ......................... 294 Boating................................................. ?72 i.hiiciren's Summcr Camps/Programs . 297 Community CenCcr Locations .............. 292 Dance Pcrfonning Croups .................... 284 Finc Arts Programs .............................. 289 Fitncss Classcs ••• .................................. 283 Golf Course .......................................... 29l Golf Lessons .•••••.......•••••• ...................... 298 Heritagc Trec Pcnnits ...........•• ............. 3(�1 Hiking Trails in thc City ....._ ............... 299 lapancse Garden in Centra) Park..._..... 276 C.eisure Education Programs ................ 287 Municipal Swimming Pools ................. 274 Music and Drama 1'rograms ................. 290 Park Rulcs and Kcgulations ................. 300 Picnic Rcscrvations ..•• .......................... ?g0 � Rccrcation Arochurc & - Schedulc of Ctasscs .......................... 271 Renting Community Ccntcrs ................ 275 Rc�rting Park Vandalism & . � �� ' ' I I Repau Needs .............................•••.... 302 �sonal Jobs ...........................••.......... 306 .cial Olympics .................................. 295 Strcet Trce Pcrmits .......................•••.... 305 'Trce Trimming & Tree Removal Pcrmits ....................•••••••••••••............. 303 Volunteering in Recrea(ion .................. 293 Youth Advisory Cowrcil ...............••••.... 277 ,You{h Dance Programs ........................ 286 Youth Gymnastics Classes ................... 288 ,PLANNING, � ZONING & � BUILDING 'PERMITS .111 'Acccssory Buildings .......................•••••. 3l6 Auilding a Housc .................................. 32d Ruilding inspcclions .............................322 �uilding 1'cmiit Rcquircinents & Fccs 323 onstruction on Slopcs ........................ 313 Ikmograpliics/Census InConnation ...... 330 Icctrical 1'crtni�s •••• ............................. 319 air Housing Protcction ....................... 309 cnces...............................•••..........._..... 331 t Timc Nomebuycr Program .......... 308 ad Zone Infonnation ....................... 315 cncral Plan .............................•••......... 329 ome Businesscs ............................•••-• 314 Nomcowncrs/Ncighborhood �ssociations .......................................... 333 ousing Assistance Programs .............. 310 ousing Complaints ............................. 321 Housing Rchabilitation Loan Yrogram 31 t n Storage oC"Junk" .......................317 lanning Division Publications............332 Property Maintcnancc .......................... 320 odcnt Control ....._......•• ....................... 307 ection 8 Rental Assistance Program .. 312 ign Ordinancc..•••••••••••......•••••-•......:....323 Swimming Pool Fences ........................ 326 �wimming Yool/Hot Tub Pennits ........ 318 ced and Dcbris Control .................... 325 ning Codc ......................................... 327 OLICE & UBLIC SAFETY 12 bandoned Vcliicics ...........:................ 337 Concealetl Weapon Yermit ................... 349 ��Ilict Resolution/Mediation Services336 .ie Prevention for Businesses.........357 Crime Prevention for Residents ........... 353 uections to the Police Department.... 352 mergency Assistance .......................... 355 ow to Contact a Detective ................. 338 , How w Rcport a TrafTic Accident....._._ 356 Mediation Scrvices ...............................334 Missing Perso�s/Runaway Repcuts .....346 Narcotics Information ..............._......._.. 350 Ncighborhood Watch Program .............348 Oblaining a Policc Report ....................344 Parkiog Ticket Information .................. 34l Pcrsonal Safety (Rape Risk Redudion)339 Police Department Cadet Program ...... 342 Police Dcpartment General InCormation345 Police Depattment Reserve Officer Program................................•-.......... 343 Secret Witness Program............_....._...354 Tenant-Landlord Disputes ................... 335 Tours of Police Facilities ..................... 351 Traffic Citation Informatiort...__.......... 347 Vacation House Watch Program.._......340 4 PiJBL1C WORKS `� � 113 Block Party, Parade, Special Events, Residential Parking Pecmits _„._......372 Dirty Watcr :................................._.......364 Drainage Ditch In(ormation ............:.... 363 Drainage Maintenance/Mosquito & Rodent Control ......._ .................... 370 Electric and Gas Liacs ..................:...... 365 Encroachment/Driveway Pennits ........358 Garbage Col(ection .....................•--.......371 Hazardous Materials Disposal .............406 Landfill: D'uections & Hours of Operation ........................... 361 Public Alleys ........................................366 Road & Sidcwa(k Repairs........___........360 Road Signs & Pavcment Paintiag....._.. 368 Sewage StoPPaBes .........._.•••• ............... 359 Sewcr Scrviccs .....................••••._........_ 369 Storm Drainage Informadon ................362 StrectSigns ..............................._.........374 Strcet Swecping .....--• ........................... 375 Street light Malfunctions .....................373 Tral'fic Signals .................................•-•-. 367 SENIOR CITIZENS & HANDICAPPED INFORMATION 114 - � �� Alzheimer's Discase ..............___...----... 379 Alzheimer's Disease Support Groups.. 380 Employment Information for Senior Citizcns ..................................___....... 389 Free Blood Pressure Screening ..._.....__. 376 How to Cet Involved in (ssues �acing the Elderiy ...............•-••-••••••• 383 Library Serviccs - Visually & Physically Handicapped ...................• ••-••.._......... 384 Mcais on Whcels .................................. 382 Nutrition Programs tor Senior Citizens 405 Public Transpodation - Handicapped and Eldcrly ....................................... 386 Recreation Yrograms for Disabled ....... 387 Rcsidcntial Carc Homa ...................... 388 Scnior Citizens' Programs ................... 381 Scnior Clubs and Ocganiutions .......... 377 Senior Servioes Linkage Program ........ 390 S�wcial Social Service Programs for Scniors................•--........................... 385 Tax Relief !or Elderly and Handicapped ..................................... 378 �# f t* * « VOTER REGISTRATION & ELECTIONS 115 Fedcral OfGcials Representing the City of San Mateo .................... 396 How to Obtain an Absentee B.allot ...... 393 How to Obtain Homebound Registration ......:..:_....- -••••-•••••...... 394 .... How to Register & Vote .......................392 San Mateo Co. Board of Supervisors... 421 Statc Representatives for tlie City of San Mateo ...................... 397 Whcn are Elections Held & Requirements toRun? ............................................ 398 When are the Neat Elections? .............391 Wl�o are my elected o(ficials (local, county, state & federal)? .•• ............................ 395 TRQNS�ORTATIAN 116 Car I'ool InCo ......••-•••••••••-.........•••-•....... 399 Mass Transit Info ••••......••-• ...................400 �uhi�� aus t��co ...................•-••----.......... ao� Public Rail Info -•••••• ................•-•..........402 Public Transportation - Handicap�wd and Eldcrly .......................................403 CITY SOURCE SYSTEM ��% City Source Systcm Information .......... 799 C+ly Sourcc Sys�cm Survey .................. 789 New Mcssages ......................................777 � � .� V W V � � � City of San Matco 330 W. 20th Ave. San Matco, CA 94403-1388 P`� E U . � Y � . �v w� \ � u� ,�.LI J �� o �— � Here is the City Source Directory you requested P�' F;(� � �' ` � .t :s � .'J �y � 'o� �'t.Li7 . 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