Digital Front Door

Oakland, Phase 1 Report

31st October, 2014


Executive Summary

The City of Oakland is undertaking a redesign of its main website, currently at Code for America engaged in a three-month project to research the needs and priorities of City staff and residents with respect to online City services, and to develop a first-stage Alpha website.

Overall, both residents and public servants who were surveyed are frustrated with the current website. Top concerns for residents center around information architecture: it’s difficult to find things they are looking for via either search or the site’s navigation. Residents are not expert in the structure of the government and don’t believe they should have to be; they expect to find needed services and information by topic, rather than by the department responsible for providing them. The site does not work well for mobile phone users, for anyone not fluent in reading English, or for people who find it difficult to read small type.

Public servants interact with the website in several ways: many navigate the site as part of providing help or information to the public, and some also use it to get information about other City departments. Those public servants who do navigate the City website report frustrations similar to those of resident users.

A small number of City staff are selected to update specific sections of the website as a collateral duty and have a difficult job due to ill performing tools and a lack of data on their web page performance. Few staff members use web analytics to inform and improve upon the performance of the pages they manage. The existing content management system (Oracle Site Studio) is difficult to use for City staff with multiple steps, windows and Oracle system imposed process that hinder quick updates, even for seasoned users. Further, web work is awkwardly placed in the City’s overall content production and communication flow, with the digital publishing aspect being left until a last as an additional chore.

Finally, respondents to both the staff and community member surveys expressed that the existing site does not accurately reflect the character of Oakland. Survey respondents reported a range of feelings and thoughts that included: embarrassment at a clumsy domain name to uncertainty about whether this is actually the official site. The look and feel is outdated and inflexible and doesn’t allow for the full gamut of information, services and interactivity users expect from websites today, nor does it accommodate the ever growing ways people can access information and use services (mobile, tablets etc.).

Overall, the effect of a broken publishing process, unclear responsibilities, lack of modernity and confusing design and information architecture reflects poorly on the City and limits its reach to the growing digitally-minded populace.



As part of the Digital Front Door Phase 1, we developed a dashboard for the city to monitor use of the website and worked with Mai-Ling Garcia to make it available throughout the city government, including on a live screen in Oakland City Hall. Residents visiting can now see a live track of search terms, top pages and current traffic on the site.

Dashboard alpha
Early dashboard in the City of Oakland 9th floor

The purpose of providing a dashboard was to provide a sense of the non-visible users of the city’s services to staff that are responsible for them, to show that there are many more of their constituents seeking the city’s help through online means than there often are in person in city hall every day. It also provides a first look at which services and information is more frequently trafficked by the public, so that development priorities can be made for improving the site.

The dashboard began as a fork of an open-source project developed by Edd Sowden of the UK’s Government Digital Service. Initially deployed onto a screen in the open plan 9th floor office at Oakland City Hall, Mai-Ling was later able to procure an all-in-one screen/computer to display the dashboard in a public location inside City Hall, so that passing staff and public can view the same live traffic information and get a sense for the virtual visitors. It also prompted the start of Mai-Ling’s “Web Analytics Club”, held monthly, where city employees from various departments gather to better view, understand and analyze the visitor data from their site together in collaborative way.

Public dashboard in Oakland City Hall

We improved the codebase and made it readily redeployable for many other cities in the process, turning the dashboard into a full Code for America product, with attribution to Oakland as the initial city where the innovation took place. It has already been deployed in San Antonio, Philadelphia, Pittsburgh and more and we expect to see many cities adopt and create information screens like this in the future.


We conducted several forms of research to identify priorities for Phase 2

Resident Research

Broad Survey of Oakland residents on previous website use and Internet access

We conducted an online survey of approximately 1,000 people (0.25% of Oakland’s population); since our initial goal was a sample of 1 in 1,000 residents (or approximately 400 responses), we were extremely pleased with the overall high level of participation. We asked residents to tell us their neighborhood, age, and Internet and cell phone use, and then asked them to prioritize common city website needs and tell us about past experiences with the City of Oakland site.

The survey was available on desktop, tablet or mobile, in English, Spanish, Chinese and Vietnamese. We posted the survey on the City of Oakland website, on the City’s official Facebook and Twitter pages. We distributed over 7,000 flyers across Oakland. In addition, Mai-Ling Garcia, Online Engagement Manager, reached out to more than 30 community organizations (see Appendix B for full list) to solicit participation from their members and worked with Oakland’s City Council to garner response.

In crafting a survey for a broad audience, we wanted a curated set of priorities for residents to choose from. We analyzed the top search results on Google for the 100 largest cities by population in the US and tagged and rolled up the results to arrive at this list.

List of priorities

Identifying items from the list that were important to each respondent became a central question in the survey.

We also asked respondents if they had ever visited Oakland’s official website, what they had been doing the last time they visited, and any comments on that last experience.

Preliminary Assumptions

We began the survey process with certain assumptions:

  1. Given the short timeframe of our project, and the focus on existing web users, we decided to conduct the survey primarily online. We assumed that we would receive very few responses from people who don’t have regular Internet access. While acknowledging that this lack of access affects a significant portion of Oakland’s population, we felt that the focus on existing users was justified by the need to evaluate existing experiences.
    1. This assumption held true: only 0.2% of all respondents said they do not use the web. National statistics show that around 15% of Americans don’t use the web, so if Oakland is similar, about 15% of population, largely people over 65, is not represented at all in our results.
  2. We assumed that Oakland’s experience with its own population would mean that the city had appropriate, tried-and-true tactics for quickly reaching a broad cross-section of residents through digital channels.
    1. This assumption did not hold true. The administrative side of the government does not have existing, easy channels for engaging with residents online. This presents a huge opportunity for joint learning as part of this project, but it led to results that are skewed by geography and likely by income in the initial survey period.
    2. We are addressing this by stating to the best of our ability how the bias in participation biases the results, and continuing to collect responses, with a focus on the under-represented areas, for another round of analysis in December.
  3. We assumed that the topics represented in the final rolled-up analysis of the top 100 cities by population would also be topics of top interest to Oakland residents, because while each city has a unique character, the needs of people are broadly similar.
    1. This assumption held true. While about 54% of respondents answered the question “is there anything important that we didn’t list above”, many of them answered “no” or listed something that actually fit in one of the categories.

Resident Survey Results

1. Channels of Internet Access

95% of the people who responded have Internet access via a computer at home. Note that we didn’t specifically ask about broadband access, so this may count individuals who have slow or unreliable access, but who nonetheless get online. We believe the City needs to serve people with slow or unreliable connections as well as those with full broadband - this will be a critical design value for the Alpha and Beta websites.

3.3% of the respondents are what we define as mobile-primary Internet users. While they may have access to the Internet through a work computer, a public computer, or a friend’s computer, the channel of access *of their own* that they have is a mobile device.

We believe that mobile-primary users are significantly under-represented in our sample, at least if the most reliable available national statistics are correct. A Knight Foundation study published in February 2014 found that between 10-15% of Internet users fall into this category. While we may have a somewhat higher count of people with home-based Internet because we didn’t specifically ask for broadband, we don’t think that accounts for the full gap. Even in our small and probably under-counted sample, mobile-only users were concentrated among people who filled out the survey in Spanish, Chinese or Vietnamese. It’s very important that we understand the needs of these residents as we go forward; this is the major motivation for continuing to pursue responses to the survey, especially among less-privileged communities.

0.8% of respondents fall in a category we’ve called “Challenged Internet Access” - basically, they don’t have an access channel of their own, either at home or through a mobile device, and they use a work, public, or friend’s computer to get online.We believe this profile is likely to correspond with higher need for city services, so we are also working to gain a deeper understanding of these residents’ experience.

2. Geography

Responses per 1,000 people, 2010 Census

There are two areas in East and West Oakland with especially-high response rates shown above. West Oakland near South Prescott neighborhood and the North Stonehurst neighborhood in deep East Oakland are mixed residential/industrial with low 2010 populations.

Percentage of population White, Black or African American, Hispanic or Latino, and Asian, 2010 Census

Our response rate overall is correlated most negatively with Oakland’s Hispanic population (R: –0.34) and most positively with White population (R: +0.30). It’s correlated less negatively with Black population (R: –0.19) and median household income (R: +0.19, see next page). Response rate is not significantly correlated with Asian population (R: +0.05).

Median household income, 2012 three-year American Community Survey

Geography process

We asked each participant “What Oakland neighborhood do you live in?,” and allowed free-text responses so respondents could accurately describe their location. Values ranged all widely, from close matches to CEDA-defined neighborhood names, to council districts, zip codes, and large areas like “East Oakland.” We matched each response to an existing spatial dataset hosted by (1, 2, 3), often making judgement calls about neighborhood identity based on local Oakland knowledge and erring on the side of larger regions.

With spatial dataset in hand, we were able to correlate response locations with U.S. 2010 Census tract geographies:

Census Tracts are small, relatively permanent statistical subdivisions of a county or equivalent entity that are updated by local participants prior to each decennial census as part of the Census Bureau's Participant Statistical Areas Program.

Census tracts generally have a population size between 1,200 and 8,000 people, with an optimum size of 4,000 people. A census tract usually covers a contiguous area; however, the spatial size of census tracts varies widely depending on the density of settlement.

We calculated correlation by coverage. For example, if a given neighborhood spanned three census tracts, we distributed neighborhood participants among them based on intersection areas. We created an output geographic dataset with responses in each Oakland tract, allowing us to compare responses to demographic data such as race, age or income.

For population counts and racial demographics, we used data downloads of the 2010 decennial census. For household income, we used data downloads of the 2012 ACS 5-year estimates. This allowed us to compare information at the tract level; 5-year estimates have data for all areas, with a large sample size sacrificing currency for reliability.

Complete output data is available in shapefile format here:

We saw strong responses in areas where there was high levels of digital engagement by city council members. In particular, we observed a correlation between social media promotion and newsletter inclusion particularly in Council District 3 (West Oakland) where there were high response rates. Council districts 1 & 4 included mention of the web survey in email correspondence, outreach to neighborhood groups which resulted in small spikes early in the survey promotion.

3. Age

Our participation was well distributed across age groups. We were particularly pleased to have strong participation from people over 65. Of note for development, we found that the age of the respondent had a strong correlation with the likelihood that they use the web on a mobile device.

Age totals   web on phone
Under 25 39 74.36%
25-39 333 90.39%
40-55 283 85.16%
55-64 159 76.73%
Over 65 157 57.32%

While not everyone who uses the web on a mobile device is a mobile-primary user as defined above, all of these people have expectations about their experience of mobile web applications.

4. Business Owner

17.6% of respondents are business owners. While we did not collect further information about the nature of respondents’ businesses, most are likely small business owners.

Conclusions from demographics:

Based on the demographics of our sample contrasted with the US Census data on demographics of Oakland, we believe our initial survey over-counts wealthy, white, english-speaking residents and under-counts poor, non-white residents who speak other languages. We would expect the following skews in our data if this is the case:

  • our data would under-rate the importance of the “jobs with the city” category (this is a top search result for nearly all cities, but was one of the lower-rated topics in our sample). However, it rated strongly among people with mobile-primary or challenged Internet access.
  • our data would under-rate the importance of features for mobile-primary users, especially for critical city services.

Accordingly, we plan to give these issues greater prominence in the Alpha website and in future work than their ratings in the survey alone would support, and to continue outreach to communities that may have limited Internet access to complete the survey.

One last benefit to note: 68% of the residents who responded to the survey offered us their contact information for the purpose of further website feedback. We plan to make use of these contacts as the beginning of a resource the City can use in setting up a practice of regular research with citizens.

Results: highest rated topics

Rank % saying it’s important Topic
1 87.6% Navigating the city - finding departments and services, contacting people
2 71.5% Attractions - parks, museums, and libraries
3 69.9% Payments - pay taxes, fines (like parking tickets) or utilities (like electric bills)
4 63.4% Officials and politics - mayor, council, budget, laws
5 62.1% City environment - planning new spaces and buildings, fixing roads & infrastructure
6 57.7% Official documents - public records and municipal code
7 54.3% Getting around - buses, transit, and parking
8 53.0% Daily life: weather and preparedness, utilities like trash pickup, animal licenses, etc.
9 46.9% Justice - police & courts
10 39.1% Data - open data sets provided by the city
11 31.0% Jobs - finding a job with the city
12 25.8% Doing business - bidding on city contracts, getting business permits

Responses to the “other” category that did not actually fit into one of the 12 main groups were primarily about either events, housing issues, school questions, or matters that are handled by different local governments like vital records and weddings.

Results: previous visits to

82.8% of our respondents had visited the official city website. This is probably quite high with respect to the overall city population but is not surprising given our survey invitations specifically mentioned the city website and one of the major locations the survey could be found was on an announcement post on the website itself.

Reasons for people’s last visit to the website were widely varied, from looking up planning documents and public records to paying parking tickets and finding trash pickup days. However, very few fell outside the 12-topic list above. A complete list is in Appendix A.

Of those who visited the website previously, 68% were able to complete the task they set out to do. While municipal sites are complex, the target would normally be something in the 90% range. From further observation, our best hypothesis as to why the number is low has to do with the complexity of the navigation (note also the top rating given to the “Navigating the city” category in the topic list).

Ability to complete common tasks will be a key metric for the Alpha site and future development. (See Recommendations.)

In-Person User Interviews

We piloted a process of more in-depth user research with the cross-department Parking Working Group. This observational interview method is a core practice in modern web development and communication organizations. We plan to rely on it as we develop the Beta website in Phase 2; we expect to train multiple city staff in how to conduct research this way.

For our pilot, we used Twitter to recruit three Oakland residents who had interacted with parking somehow in the preceding six months. The residents came to City Hall individually and were interviewed for 20-30 minutes while using the integrated parking information page. Members of the Communications department and the Parking Working Group observed the sessions and worked with CfA staff to prioritize the findings.

We specifically wanted to work with the Parking Working Group because this team had already taken it upon themselves to improve the parking information, having moved much of the pertinent text to one single location on the website, with a navigation, useful photography and links to other services on the website. This work alone was already a tremendous improvement on the previously available information, but also provided us with an excellent opportunity to test a section of the site that had recently been revived and further encourage this type of cavalier improvement from the group by providing them with immediate feedback on their work.

Findings from parking user research

In general the one-page parking experience was a success and an improvement over what existed before. Previously, the parking information was scattered around the website with no clear page to visit to find out the most common information users seek.

Users appreciated the ability to locate all of the information about parking in one location, however, they also reported that the page was very long. They did not realise they could scroll down the page to find further information on various topics, and missed the navigational links at the start of the page, as they were located beneath some introductory text.

In response to this, the content owners of this page moved the navigational anchor links to the very top of the page (see image below), to make them more obvious to users. Similarly, this was reflected in the Alpha by emphasising where the user is in the site, through breadcrumbs, and the scope of the available information, via a clearer browse format.

Oakland Parking information

The testing also showed that when beginning from the Oakland homepage, users were unable to easily browse to the parking area, nor were they able to search for the page - as older, out of date parking information would be returned first, with the correct information being returned much lower in the search results, both by the internal search functions and from Google. As the users realised that search was not helping them to locate the content, they would fallback to manually navigating around the site to try and find the correct information via browsing. Generally, users then would become frustrated when they could not locate the information in expected sections, or were sent on loops around the same, incorrect, content.

This feedback has also been combined into the Alpha, by ensuring that the service information (such as parking) is located within sections that users expect to find it in (generally “transport”) and that the page is properly formatted, and correct keywords used throughout the content and URL structures to improve SEO.

City Staff Research

We conducted hour-long one-on-one interviews with 16 city staffers who are point people for the website for their departments. The interviews were wide-ranging and open-ended. We asked each participant to describe his or her job responsibilities, how the website fits into them, and how they perform and evaluate the effectiveness of their web-related duties. We removed the participants’ names, transcribed the interviews, and performed a topic analysis in collaboration with Oakland city staff.

Results from staff interviews

We found a high degree of technical competency among staff who work on the website, though not one that was obvious in traditional ways. Staff put in extra time and effort to ensure that they communicate with their constituents as appropriate, and they are tenacious and clever in getting this done in the face of technical challenges. Most experience technical challenges in virtually every interaction with the content management system.

Most staff members we spoke with take advantage of modern technology such as mobile devices, online shopping, and social networks in their personal lives, but few expect the tools they use at work to offer similarly supportive experiences. We believe this is a mistake. It is completely possible to have powerful publishing tools that are as easy to use as consumer websites; if Oakland city staff were able to cut by 50% or 75% the amount of time they spend on repetitive web-related tasks, they would be able to reinvest that time in excellent content for their constituents. Several staff mentioned a desire to communicate with citizens in more modern digital channels, using shorter posts, infographics, podcasts, and the like. However, this is not supported by the current system.

For many staff, putting something online is a final step in a content production process centered around producing paper documents, or paper analogs such as PDFs. They do not have the tools to truly design web content for their constituents, and current policy does not support a digital-first work model. Additionally, PDFs are often created as a work around to creating web pages or searchable content on the City website.

It’s also worth noting that very many staff use the website as a tool to find information about or owned by other departments, or to assist the public in finding information. In fact, nearly 18% of web sessions in the last month to the City website are from the City of Oakland. They are among the site’s heaviest users and strongest critics, stating in many cases that their deep knowledge of the government’s structure does not help them find the information they need.

“I have no web experience. But I’m responsible for 2500 pages”

“I put as much as I can into the content server, close it, open up a whole new Internet session, click on edit mode, and then maybe the documents that I’ve loaded are ready. Images I come back half an hour later. If I can remember, I usually don’t write the number down, if I get interrupted in the process, it’s over. That happens a lot.”

“Everything is on the govt tab, but if you don’t understand our frequently changing bureaucratic hierarchy, you can’t find the info you’re looking for.”

“If it was user-friendly, you could have more people updating content, or the same people doing it with greater regularity. I go and do it, I’m gonna take an hour or two and do it all at once, do everything everybody asked me. It’s not easy to do, so I think we do it less as a result.”

“Getting the right look and feel, we don’t have anyone for that, would be great to have someone who could consult with you to do this, be able to generate the pretty thing to put online. Usually the pretty thing gets posted other ways besides online.”

“I’ve got a complaint, i’ve got a pothole, i had a bad interaction with a city employee, or i had a great interaction with my tax collector and it was painless and respectful. i had a really great time with the oakland park and rec program, the city should expand this one. we have no centralized way to capture that feedback!...Website is a critical tool for capturing that, and it’s a paradigm shift -- that capability would allow upper management, administration, would push departments and directors to consider public input.”

Staff Survey

We also conducted a broader survey of city staff web activities and pain points. The survey was offered to nearly all city staff with email addresses as an optional, and optionally anonymous, web survey. 272 people responded.

We asked staff how many hours per day (if any) they use their work computers, what they primarily use them for, how they use the Internet outside of work, whether they use the intranet, the website, and the Oracle CMS as part of their jobs, and if so how what they use them for. We asked for ratings and explanations of ratings for the content management system.


76% of respondents have used the Intranet, 87% have used in the course of their job, and 34% publish information on Those who publish on gave the Oracle site studio system an average grade of C. This corroborates what we heard in the in-person interviews. Generally speaking, staff can accomplish their publishing tasks, but most encounter obstacles, reach out frequently for help, and feel that the process is constrained and time-consuming.

“The whole process is not very intuitive and restrictive with the sandboxes. I avoid making changes to the website unless I have to.”

“As only one small part of my responsibilities, it is highly time consuming to do minimal changes as needed and then wait for approvals. I tend to save up lots of changes to fix at one time. I am also not as versed in adding pics and other items other than text as its not something I have had the time to practice since learning it several years back.”

“I feel like it is a significant obstacle to regular updates of the website. Staff members who want to use the website are gated from doing so by the training and chain of approvals necessary to make the best use of the CMS.”

The concerns with the CMS do not appear to result from training issues. The city has invested a large amount of time and energy in training (minimum of 3 ½ hours for each employee new to the system); however, even employees with several years’ experience working with it are in frequent contact with Mai-Ling, Harry, or Titus for help. Nor is it a problem of overall technical skill level. The employees we were able to speak with in person were all conversant in using tools like word processors and spreadsheets; those who responded to the survey nearly all report using the Internet at home on a regular basis. A well-designed CMS is no more complex than these programs.

One interesting finding from the staff survey was how frequently city employees rely on the website for work. The tasks for which they use it vary widely, but many find it their best source of information about the activities of other departments and agencies. At the same time, city employees are the direct backup when members of the public can’t find something on the website. They field calls and counter visits from frustrated people who would rather have done business online. Given this, it’s very likely that a better website will have significant benefits internally as well as for the public.

“info on the website should be located based on NO knowledge of how the city functions. it is currently arranged based on depts, etc.. and the public doesn't understand this so they call random numbers trying to figure out where to go to get the help/info that they need”

Recommendations from Research:

Many of the problems and concerns that we have uncovered are a result of outmoded methods of communications and broadcast have yet to have been updated with the advent of the digital world. The outcomes of antiquated communications have resulted in an unevenly distributed application of online services and a difficulty in reaching those community members that need services the most.

Overall, our recommendations focus on bringing Oakland into the 21st century, creating a digitally focused government. As more and more constituents look to the digital realm to conduct their business, it’s important that governments are able to make government more accessible online. A truly digital government is one that understands the needs of its users, is adept at meeting them where they are and is able to use and treat their digital services as wholly part of their job and responsibilities as they do their brick-and-mortar services.

  1. Information architecture and clear design will be critical to the success of the new site. More than any other factor, these influence people’s experience throughout the time they spend on the website. This is not work that can be easily outsourced; it will require substantial involvement from the people who know the city and its functions best, i.e. the public servants who work in the government every day.
  2. In order to enable city staff to effectively serve and communicate with their constituents in the digital realm, Oakland needs to provide them with tools that are easy to use and require minimal training. We talked with several public servants who estimated their web-related tasks to take about 3-4 times as long as necessary, with the current CMS as it is now configured. Cutting down the time spent wrestling with technology would allow them to focus on improving the actual content. In making decisions about a technical platform for publishing on the web, we strongly recommend that the city prioritize how well it supports users as a top requirement.
  3. To streamline the process of providing robust, useful, digital services, Oakland should look to adopt a “digital first policy”. This policy would define the requirement that Oakland City Hall should produce all of their information and official documentation in a widely-readable, machine- and human-consumable, format first and foremost, with additional outputs being secondary (pdfs, paper records etc.). Oakland would be leading the country on this initiative, and establishing the appropriate tools to make this as frictionless as possible is paramount. Oakland should aim to have publishing tools that are so much easier to use than the existing methods that city staff prefer to produce information digitally first.
  4. In developing the next version of the Oakland website, the city should begin with experiments and work in an iterative and user-centered way. The research gathered here supports several ideas:
    • careful attention to organization and information architecture will benefit both residents and public servants.
    • writing for the web (and not forgetting the mobile web on smaller devices) will result in a site that is easier for everyone to understand.
    • non-English-speaking residents are also underserved by web content and this is something the website can help if it is designed to do so.
    • prioritizing the needs of the people who build the website daily will result in greater efficiency and more capacity to tackle real challenges on behalf of residents.
    In order to do this, the city needs to establish practices of regular user research with both citizens and city staff, and of setting design intentions for web content, collecting metrics, and continuously improving. The Alpha website built as part of Phase 1 of this project is designed to gather feedback on exactly the above questions and then be thrown away. The knowledge gained during this next experimental stage will generate a much clearer set of needs and requirements for a more robust and more comprehensive Beta version.

Alpha Website

As a test of the strategy we developed from research, the team built a small proof of concept for a new website, featuring a small subset of the information currently available on the City of Oakland’s website (Public Safety, Jobs and Parking).

The main purpose of the Alpha website is to demonstrate some key factors in the way that modern websites are built to better serve the needs of the customer or user, rather than an informational brochure about the company (or, in this case, City Hall).

Example features include:

  • An improved information architecture and simplified navigation, presenting a model that revolves around the key city service areas, rather than that of the internal department structure
  • Plain-language that is easier for users to read and comprehend
  • The ability to get information in Spanish or Chinese
  • Calls to action are moved towards the top of pages, so users can find the actionable next-step they are looking for
  • Canonical URLs for specific pieces of information
  • A simpler visual design language, emphasising the text content and navigation, whilst also making the site more performant with viewer assets required
  • Responsive and accessible by default, by using modern HTML and CSS production methods

The Alpha will be live on the Internet at the beginning of November for approximately 3 months at, and will be subjected to user testing, surveys, data collection and feedback from users both inside and outside of City Hall and will serve as a basis on which a Beta website, and eventually a fully operational complete city website, will be made, iterated on, operated and tested.

The public repository for the Alpha codebase can be found on github.

Next Steps

With the approval of Council, the team is now moving on to Phase 2 of the project, with these goals:

  • Working Beta on of the site, including home page, 10 digital services, and associated informational content
  • Visual design development, including brand guidelines
  • “Pattern portfolio” of website elements and style than can be used to guide future content and site development
  • Lightweight content management system (CMS) that city employees can use to support ongoing site development
  • Implementing a ‘feedback’ loop to receive ongoing feedback from the Oakland community.
  • Organizational recommendation for maintaining an internal website team
  • Participation in “Digital First” policy development
  • “Digital Playbook” outlining guiding principles for ongoing web development, accessible to all departments
  • Monthly “brown bag” review with different departments in the organization to review work-in-progress and solicit feedback
  • Individual review and support sessions with employees in the departments whose work will be required to maintain services on the new site
  • City training session for Mayor and City Council, covering significant changes to the site and how it will affect their work
  • Working groups developed in conjunction with City staff to include, but not limited to: a) writing for the web, b) analytics and c) user experience.

Appendix A: Full list of tasks from last website visit

Navigating the city - finding departments and services, contacting people

  • Trying to find someone to help me with an unhelpful city employee in the Parks Dept.
  • Looking for the address of a department
  • looking for contact info
  • Finding the number
  • researching a city program
  • Looking for the Summer Jobs Program
  • Looking for an application to become a Neighborhood Watch block captain
  • Looking for "See Click Fix
  • researching the city program to help low income earners buy a home in Oakland
  • Film Office
  • looking for contact information
  • Looking for contact information of a city worker. Regarding next answer ("yes, I found it,"): I had to search the person's name as it was not easy to figure out wher
  • e to get contact information.
  • Researching Oakland Unite programs
  • looking up city hall hours and times commissions were meeting
  • looking for location of a department
  • looking for KTOP info
  • Looking up contact for public works
  • Using the City Directory
  • Contact information for OFD
  • Looking for department to get a car towed that was blocking my driveway
  • Looking for contact information
  • looking for the dept. of recreation
  • Looking for city council information and hours of operation.
  • Looking for head of public works
  • Looking for contact information for department individuals
  • looking for a city government office
  • Looking for the city clerk's address
  • Looking for contacts in Parks and Recreation/Public works
  • Finding EBMUD
  • trying to get info about what is going on with the WPAD
  • Looking for email addresses due to problems with Public Works responses to pavement complaints
  • Looking for information about commissions
  • Trying to find info on the trash contract meeting.
  • Searching for contact information
  • contact info for city employees
  • Looking for contact information for specific departments and units in the city.
  • Trying to find information on city departments
  • searching the staff directory
  • City Directory
  • trying to get to abandoned cars
  • researching basic info
  • Locating departments
  • Looking for info, how to, location of city departments/hours.
  • Contact for the building department.
  • looking for a number
  • Searching for email of city employee
  • Looking up information on city services
  • Looking for demographic information or parks and rec contact information
  • Trying to file complaints.
  • looking up the contact info on a city agency
  • looking for the email address of a city worker
  • Finding information on city departments
  • Looking for contact of staff person
  • Determining business hours for a department.
  • Looking for city office
  • Looking for city clerk info
  • Trying to find out about closing off our street for a block party.
  • Finding phone numbers for city officials
  • probably looking up a phone number for parking enforcement
  • Just moved here and was trying to get the lay of the land
  • City laws and internal services
  • location of city offices
  • Looking for contact information
  • checking out contact info for DPW
  • Names of people working on Measure Y so I could call. Did not get what I needed.
  • looking for a list of Planning Commissioners
  • Looking for a phone number.
  • Looking for a phone number
  • Looking for code enforcement/who to talk to about certain issues but the site is not user friendly!
  • Looking for contact info for city staff, OPD
  • Looking for staff contact information
  • INformation about a specific park's administration
  • looking up an employee
  • Municipal services
  • Looking for closest fire station to invite them to National Night Out.
  • Oakland Wildfire information
  • looking for a specific city department w/ their phone # & an email address
  • Various agencies
  • Trying to find phone # for Public Works Director to elevate service request & complaint.
  • Looking for a phone number and contsct info for a city office
  • Looking for a city office number.
  • looking for a specific dept
  • looking for city council email addresses (I can't believe each person has their own site - most of which are unhelpful or hard to navigate...there should be one central list that I can get all city officials' email address and contact info.
  • attempting to contact code inforcement
  • looking for a contact number
  • Trying to find a department who was in charge of sidewalk clearing, maintenance
  • building and inspection, fire, taxes
  • Looking for the email address of a city employee I needed to contact
  • trying to navigate the impossibly difficult website to try to find info about city permits and planning.
  • Trying to figure out how to report an abandoned vehicle.
  • Looking for contact information of a business agency
  • searching for information
  • Looking for contact info for a city employee
  • directory of city staff
  • Looking for information on Fire Inspections
  • checking working hours
  • Looking for an organizational chart for Dept. of Parks and Recreation.
  • Looking up info about CPAB.
  • Looking for non emergency fire department phone numbers
  • complaints
  • researching how to contact animal control
  • Looking for NCPC meetings
  • Looking for contact information
  • Look up contact info

Officials and politics - mayor, council, budget, laws

  • Looking for information about filing campaign finance reports.
  • Contacting a councilmember.
  • Looking for city council boundaries.
  • Looking for contact info for elected officials
  • Checking council agenda
  • Looking up city council meeting information
  • Looking for budget information.
  • Filling out a comment card to speak at a council meeting
  • City Council Agenda and KTOP
  • Looking up City Council minutes
  • Looking for the e-mail of a council member or any
  • City council agenda
  • Looking for school board schedules
  • looking for data on different candidates for the mayoral election
  • Looking for city council agenda and minutes
  • Looking up contact information for City Council members
  • Looking for meeting times and agendas
  • Reviewing Council agendas and reports.
  • Looking for the most recent City Council agenda.
  • Trying to locate a park and/or accessing City Council agendas
  • looking for info on City Council meetings
  • Looking at City Council Agenda
  • finding my council person's info
  • Looking for schedule of city council meeting or sub committee meeting
  • looking for mayoral debate info - wasn't posted
  • looking for city council district boundaries
  • Trying to find out about requirements for reporting contributions
  • checking tonight's City Council Agenda
  • Trying to find contact information for my city council person, not sure which council district I'm in. Referred to confusing map. City Council people should have a clear map of their districts and contact for them.
  • looking for the City Council meeting agenda
  • looking at a council agenda
  • Writing an email to the mayor.
  • Looking for council agendas and documents
  • City Council information
  • checking on times for council and committee meetings
  • Checking the agenda for council meeting
  • Watching a council meeting
  • Looking up city council members
  • council agenda information
  • Legistar (CC Meeting Agenda)
  • Looking up city council meeting minutes
  • Searching for City Council Agenda Items
  • Trying to find current council members' contact information
  • my councilmember's email address.
  • watched some of a city council meeting
  • Research on city council members and mayor, form of city government
  • Reviewing Boards & Commission duties
  • Looking up informaiton about a City Counsel meeitng.
  • looking for council agenda
  • Agendas for council and committee meetings. Got what I needed.
  • Researching the Oakland Living Wage Ballot Proposition
  • looking at council legislation
  • Checking campaign finance database.
  • Looking up council district info
  • looking at city council agenda
  • looking to find councilmember contact information
  • Searching for documents and voting records by councilmembers
  • District council maps
  • Looking for information on when an item was being heard by the council
  • Campaign filings
  • Looking for city council calendar and agenda
  • Looking up information on a City Council meeting
  • Looking for the new District Map that was adopted in the fall of 2013 to figure out whether I still lived in District 3 or had been moved to District 2. I could not find it anywhere on the city's website so instead I relied on the independent Oakland Wiki - which had a post and an interactive map.
  • search of council
  • Looking for the planning committee agenda
  • Looking for contact info for district supervisor
  • Looking for contact info for city council member
  • City council district maps.
  • Getting copy of the annual budget.
  • council agenda reports
  • Looking for info on council actions
  • The last I remember was filling out a card to speak at a city council meeting.
  • learning about mayoral candidates
  • Looking for City Council info
  • looking up my city council district
  • reviewing City Planning and City Council agendas
  • Trying to find the budget
  • City council agenda
  • Trying to find documents and comittee agendas, schedules and minutes.
  • Meeting agenda
  • getting the Mayor's contact info- phone #

Attractions - parks, museums, and libraries

  • local activities
  • Looking for tours of the city
  • registering for Park and Rec after school art program at Studio One
  • Signing up for recreation activity
  • Looking for information on reserving a baseball field. I couldn't find it, had to call (2 days), they told me it was under Adult Rec/Sports. I had looked under Reservations on Parks & Rec. The entire site's that way -- confusing to navigate.
  • Parks
  • Parks
  • Looking for info on the EOSC
  • Looking for swimming pools
  • Trying to locate a park and/or accessing City Council agendas
  • Looking for public pool times
  • checking on rec centers
  • Researching Library Locations and How to Obtain a Library Card
  • Looking up park information
  • looking for info about summer camps
  • Looking for rental facilities
  • Looking for park information
  • looking for information about a park.
  • Looking for parks where I can take my dog.
  • Trying to find info on studio one
  • Looking at renting public event facilities
  • I often go to look at parks and rec info about pools and classes.
  • Looking for public library information
  • Looking for information on the parks
  • looking for kids summer camps "we need more programs".
  • Looking for classes for seniors
  • looking up recreation programs
  • Getting a park permit
  • looking for dog parks
  • Looking for summer camps
  • Looking for park contacts
  • Perusing, mainly attractions and events.
  • Looking for park info
  • looking up parks n rec
  • Parks/ public spaces
  • looking for city walks
  • Looking for classes for my kids
  • Looking for a public swimming pool
  • studio one information
  • Looking for information about Knowland Park.
  • Looking for Parks and Rec classes
  • Looking for local sites to visit for entertainment
  • Checked the schedule of a public swimming pool
  • Checking on the Walking Tours
  • looking for facilities to rent for party
  • park information
  • Reserve picnic spot at one of the parks
  • Parks and recs site: looking for classes
  • Looking for park information
  • Parks and Rec
  • Looking for parks and recreation
  • looking at parks & rec

Payments - pay taxes, fines (like parking tickets) or utilities (like electric bills)

  • Looking for info about my property taxes. Turns out taxes are county.
  • Paying a parking ticket
  • Paying a parking ticket
  • Paying for a parking ticket
  • Paying a ticket
  • checking on how to pay a fine
  • Paying Parking Ticket
  • Contesting a parking ticket
  • Paying a ticket
  • Paying for dog license
  • Paying a parking citation
  • Checking to see that my mortage company had paid my property taxes.
  • Looking at personal property taxes
  • Paying a ticket
  • Checking the property tax due in Dec.
  • Paying Fees/Courts
  • Paying Taxes
  • Paying a parking ticket
  • Pay property tax
  • Looking up property tax payment info
  • trying to pay a parking ticket
  • paying a parking ticket
  • Looking for how to pay my fee for my security alarm
  • Paying a parking ticket
  • Property Taxes
  • Parking ticket
  • looking for property tax info
  • Disputing a parking ticket
  • Paying a ticket
  • property taxes
  • paying ticket
  • paying a parking ticket :(
  • Looking for parking ticket payment portal
  • Paying a Ticket
  • paying a ticket
  • paying for parking.
  • Contesting parking ticket
  • paying parking ticket
  • Information on property taxes
  • Paying a ticket
  • Taxes for property
  • paying taxes
  • Looking up tax info.
  • trying to find out how to pay for something
  • Checking on my tax bill
  • looking at property tax information
  • Pay parking ticket
  • Paying parking ticket
  • Pay parking ticket
  • Paying a parking ticket
  • Checking on 2015 - 2016 property tax deadlines, which were not yet available
  • Paying parking ticket
  • Checking my property tax info.
  • property tax

Justice - police & courts

  • looking for the non-emergency police number
  • Looking up the police info
  • Looking up the non emergency police number
  • Looking up the latest crime report for my neighborhood
  • Looking at crime stats
  • Looking for help with crime.
  • Looking for crime information
  • Looking at Crime Stats
  • Non emergency police
  • trying to find a way to report a crime w.out having to call
  • looking for a noise complaint form
  • Trying to file online police report
  • looking at OPD info
  • Obtaining law enforcement contacts and city codes for understanding laws and legal loop holes business owners and citizens use to circumvent their personal responsibilities to keeping our community safe, clean and hazard free.
  • OPD
  • Trying to get the city to do something about speeding cars in my area.
  • Checking on location/map to Court House
  • Police crime info
  • finding nonemergency number dirt police
  • Looking up info re: Police Department
  • looking for PSO information
  • Reporting stolen bike
  • Filed a police report.
  • Looking for information about OPD
  • Looking at crime stats
  • Looking for crime reports
  • Searched Police information.
  • Trying to find the number of officer involved shootings
  • Trying to contact community policing division
  • Looking for court info
  • Reporting a crime (burglary).
  • Reporting an identity theft
  • trying to see if I could get a police report.
  • Looking for Police captain for my area
  • notification of safety need
  • looking for info on the police
  • Police reports
  • police report
  • Police
  • looking for the police non-emergency #
  • police beat map & PSO Info (email)

City environment - planning new spaces and buildings, fixing roads & infrastructure

  • requesting permit history
  • Looking up planning commission agenda
  • Looking for planning documents
  • Trying to get the records of building permits from the home I recently purchased
  • Public Works and zoning
  • Looking for info about zoning code
  • Looking at planning documents for developments in my neighborhood.
  • searching graffiti abatement, adopt-a-spot and planning commission agenda
  • Looking for information on building permits
  • Looking at planning documents
  • I had just popped my tire on the freeway,,so I was putting a fix it ticket on a pothole on freeway ramp
  • Checking zoning information for different addresses as I am consider starting a business in Oakland and need this information to plan for what locations I may seek to establish my business in
  • Looked up Planning Department report and Planning Commission Agenda
  • checking west Oakland plan
  • looking for building codes
  • Looking at the Lake Merritt Specific Plan
  • Reviewing Planning Code for a client
  • Trying to find building code and permit information.
  • Permits
  • Looking for the Planning Code
  • getting zoning information
  • Looking for information re public works
  • Getting information on zoning permits for a remodel project
  • looking at agendas for commissions and downloading EIR's
  • trying to find a project in process
  • Finding a creeks-to-bay clean-up site
  • Turning in a request for public works
  • Looking for info on the building permits
  • Trying to find out about permits
  • Zoing information gethering.
  • looking up requirements to expand the liveable space of my house
  • Looking for the planning and zoning department
  • public works
  • Public Works
  • Searching for design guidelines.
  • Talking about the potholes in 106th avenue.
  • See Click Fix
  • trying to get a street light repaired
  • looking for building code info
  • planning a remodel on our home
  • lake side park planning
  • Looking for permit info
  • Within the last year, 1) Reported potholes on our neighborhood streets. 2) Seeking help for blight, fire hazard...
  • Probably related to permits/regs.
  • looking for information on plans to upgrade the substation near my house
  • Looking up a zoning application
  • Looking for the right people to try and get terrible potholes fixed.
  • Building dept info
  • finding info on street upkeep
  • Filing a complaint about an eneven sidewalk
  • Click it fix it
  • Info on Public Works
  • looking for info about a proposed development
  • Looking up permit requirements
  • reporting a Public Works Service Ticket
  • Looking at Coliseum Area Specific Plan
  • Looking for info on building permits
  • Planing department
  • looking for building codes
  • Planning page
  • looking for how to get potholes fixed on our street & finding out why the red zones had been painted over.
  • Looking up building codes.
  • Looking for someone to help me understand street repaving schedules
  • Information on roadway projects
  • Looking at permiting information regarding work being done on my home
  • Looking for Planning Commission decisions and BPAC meeting minutes
  • find building permit status
  • Looking for project information in a street redesign
  • Looking for zoning information
  • planning dept.
  • report potholes
  • Reviewing the Planning Code, agendas for upcoming public hearing
  • Requesting inspection for permits
  • Residential Building code review
  • Submitting a request to Public Works
  • Looking for building permit information
  • Reading about the West Oakland Specific Plan
  • looking for information on planning
  • Looking up permit department
  • City Development News
  • Trying to talk to someone Bout fixing the crumbling asphalt on Northvale road that ends up in my house.
  • Looking for information on a Plan
  • Checking building codes
  • Public works
  • Looking for land use and zoning information
  • looking for info on public services--how to report potholes in my area
  • Environmental impact reports
  • requesting public works help with street repair
  • Updates on Specific Plans
  • Looking for building codes and permit guidance.
  • building department
  • Looking up building permit information
  • searching for residential permit regulations
  • Oakland Building Dept. and Planning Dept.
  • Looking for news on commercial development, especially retail and hotels
  • Entered request of the holes on the road on City of Oakland Public Agency and it was fixed!!!
  • public works
  • Checking for permits on a construction job.
  • Permits
  • updating a permit
  • Getting information on Permits
  • looking for information on permits
  • trying to find permit info for a seismic upgrade
  • permit information
  • Question about building permits and variance
  • Looking up info for the city building dept
  • Looking for planning information
  • looking at planning stuff
  • Looking for public work information

Official documents - public records and municipal code

  • Looking up City regs for a friend.
  • looking for the rent ordinance
  • Looking up parking rules
  • looking up codes
  • read a commission report
  • rent control rules
  • Trying to figure out city code regarding leash laws
  • looking for information regarding ordinance
  • Researching Documents and Council Agenda's
  • planning commission docs
  • trying to find info on parcel tax public safety prop.looking for Rent Board /laws
  • public records
  • Looking for noise ordinance laws
  • Looking for laws re: pit bulls.
  • Trying to find out Oakland laws about roommates
  • Looking for an ordinance on animal nuisance.
  • probably looking up an animal ordinance
  • Looking for a city code.
  • looking for public information
  • FOIA
  • looking for information on noise violations
  • Policy, codes for view rights and tree heights.
  • looking up municipal codes
  • Checked docs
  • Looking for info on municipal code ordinances about noise, for one business need and one personal need. figuring out how to request files for my property
  • rent ordinance
  • looking for legislation
  • checking to see who owned a property

Doing business - bidding on city contracts, getting business permits

  • Looking for resources for small business development
  • Looking to start a business
  • Looking for permit information
  • Finding contract info
  • business formation
  • Looking for small business forms
  • Reading up about getting a business tax license
  • Getting a business license.
  • business licensing
  • Researching local business tax issues
  • Looking for a contact person for Business license
  • Business license renewal
  • Looking for business license information
  • business info, forms for filing
  • Looking for new business requirements/permits
  • Looking up info on how to start my business
  • looking for information pertaining to starting a business
  • Researching regulations for starting a business in Oakland.
  • Registering a business.
  • Looking up small business information
  • Looking for information on setting up a business.
  • Looking for office hours to get a business permit
  • Looking for information about being a small business owner in Oakland.
  • Business license tax
  • Looking into a new procurement opportunity
  • Looking for information about business licenses

Getting around - buses, transit, and parking

  • Looking for street cleaning/parking permit info
  • Looking for parking regulations
  • Finding information on parking
  • Parking
  • I was looking for AC Transit information.
  • Looking for information about parking permits.
  • looking for parking enforcement info
  • Getting resident parking sticker
  • Parking permit
  • Checking transit info
  • Finding parking sticker info
  • street parking information
  • Viewing how to contact Oakland Parking Enforcement, viewing minutes/agendas from the Bicyclist and Pedestrian Advisory Commission.
  • Renewing a parking permit
  • looking for parking permit
  • Looking for parking violation information.
  • Parking info
  • Getting info on parking enforcement
  • Looking for info on parking violations
  • trying to get a parking permit

Daily life: weather and preparedness, utilities like trash pickup, animal licenses, etc.

  • Looking for information regarding composting
  • looking for rent increase rate
  • Looking for street sweeping schedule
  • Reporting an abandoned car for removal.
  • Street sweeping holiday schedule
  • trying to find information about green waste pick up
  • Setting up garbage collection, looking for information on how to locate a permit, looking for information on obtaining certification of sewer lateral compliance
  • CORE
  • Looking up trash pick up and recycle info
  • Looking for services related to garbage pick up
  • Trying to report a racoon problem
  • trees or waste disposal
  • Looking into city services (garbage pickup).
  • Looking for waste management resources
  • Looking for info on hazardous waste disposal
  • Looked up info on CORE
  • looking for waste management info
  • Signing up for CORE training
  • Garbage pickup information
  • Looking for data on the CORE program.
  • Looking for e-waste facilities
  • looking to replace my recycle bin, which was stolen.
  • Reporting illegal dumping
  • Asking for pick up of abandoned mattress
  • Looking up info about city dumps
  • Trying to find out where to recycle batteries.
  • Looking for recycling info and earthquake info
  • Viewing the animal shelter advisory committee site
  • checking on recycling
  • Parking permit
  • fix it sit to report illegal dumping
  • Looks for animal services
  • Trying to find how to report noise
  • checking parking enforcement holidays
  • Looking for tree information
  • Storm drain service
  • Trying to get info about dog licenses
  • looking for information about recycling
  • Trying to find out street sweep schedule
  • Trying to figure out how to report an over-charge on my sewer bill
  • checking trash-collection holidays
  • Looking for trash and road repair information
  • Reporting dumping.
  • Reporting a missed trash pickup
  • hazardous waste disposal, tenant rights
  • Looking for rubbish removal information
  • Reporting blight (yet another batch of discarded mattresses on the corner of Shattuck and 65th.)
  • reported trash dumped
  • Report illegal dumping again
  • CORE info
  • looking for Oakland Tree Department
  • trying to find how much red I can paint on either side of my driveway and other solutions to prevent people from blocking my driveway
  • Determining how to report a tree limb that had fallen from a city tree near my home.
  • Trying to find a number for Animal Control
  • Scheduling a bulky trash pickup
  • Info on how to report abandoned car
  • trying to get help with a dumpsite on a public street

Jobs - finding a job with the city

  • Looking at jobs
  • Looking for a job
  • job hunting
  • job
  • Looking for a job at the Public Library
  • looking for employment
  • looking for arts & culture dept job info
  • Looking for a job.
  • looking for jobs
  • Looking at employment opportunities
  • Job hunting. Got what I needed.
  • Looking for employment
  • Looking for jobs
  • Job search
  • Looking at employment opportunities
  • job hunting
  • Jobs
  • finding jobs
  • trying to look for job opportunities
  • job listing

Data - open data sets provided by the city

  • Looking for data
  • looking for data
  • Looking for data.
  • Looking for neighborhood data.
  • looking for crime statistics
  • crime statistics
  • Looking at GPS mapping
  • Looking for data on literacy rates
  • Looking for data
  • Looking for Area 2 crime statistics
  • Looking for city stats
  • Pulling data
  • Looking at the crime map
  • Looking for a parcel map.
  • Gathering Statistics

NOT included in our options

  • Checking for voting sites.
  • Attending Church
  • Starbucks
  • looking at early childhood programs
  • Rent info
  • Looking for info on an upcoming public meeting
  • checking agenda and meeting info
  • Getting information about a holiday closure for city agencies
  • looking for parking garages near city hall
  • looking for official information. what events and arts activities the city funds and how they are involved.
  • Looking for dates of the Ceasefire Night Walks
  • looking up. events
  • checking for information about an event
  • looking for information on the wildfire district
  • election info
  • Looking up the master fee schedule
  • Filling our forms.
  • event calendar
  • looking for info about Oakland events
  • Marriage
  • reading news
  • Completing a service request
  • Reading articles
  • Looking up how to get a passport
  • Looking at home rental information
  • Aquainting myself with the city before I moved here.
  • Trying to see if a lien had been put on my house
  • reading the weekly update
  • Trying to find a place to donate clothes and household items which would be given to individuals or families, not resold.
  • Looking for opportunities to serve the community with particular skills I have as a leader.
  • trying to get info regarding landlord and tenant rights
  • Looking for events
  • Voter Reg/DMV Info when I first moved here
  • How to deal with vagrancy in my neighborhood
  • looking for public health information
  • seeking information on issues regarding landlord, responsibilites with cleaning up the area i rent from and the creek that runs through deering st
  • Looking for information on rent control
  • Being sad about how awful it is.
  • Check on activities during "Love Your Lake Day".
  • looking for upcoming election propositions but did not find anything
  • Searching for ways to get involved in local government or my neighborhood
  • Looking up information for an OPR event
  • Looking for information about National Night Out
  • looking up something about rent control
  • Looking for info on the ranked election system
  • Reading the City Administrator's Weekly Report
  • looking for information on National Manufacturing Day
  • Looking for info on legal rent increases, as my landlord was raising it too much.
  • looking for info on domestic partnerships
  • reading city news,
  • Looking for services for my toddler
  • Reviewing annual rent control increases
  • Landlord / tenant rights
  • Art and soul
  • looking up events in Oakland
  • looking for info about voting
  • Day of the dead Fruitvale
  • looking for help with a landlord/tenant issue.
  • Looking for information on rent control
  • looking for events and things to do
  • Looking for information on marriage licenses.
  • Info on getting a birth certificate
  • Figuring out how to register my car.
  • Trying to find information on getting a fire permit
  • neighbor concerns
  • Looking up housing resources
  • I read the city news.
  • Looking for info re any grants or interest rate free loans for emergency repairs, facade improvement & wheelchair access .
  • Trying to file a complaint for diminished services, illegal dwelling being rented out, and illegally raised rent
  • Getting information on the elections 2014
  • trying to report vandalism
  • information on services for low income families, especially housing and education
  • Looking for renters rights and rent control limits
  • looking up an event
  • Looking for civic events
  • Looking up rent control info
  • looking for tennant rights law
  • Business name search
  • looking for youth programs
  • Looking for senior opportunities


  • Buscando informacion de un departamento
  • buscando informacion con respecto a matrimonios
  • buscando informacion para pago de impuestos
  • bucando programas para ayudar a comprar una casa
  • pagando un ticket
  • como reportar problema de vasura
  • 查看市府經理報告
  • For getting the information of applying permits
  • dmv appointment
  • sua doi loi song phu hop hon o thanh pbl
  • File report
  • checking rates

Appendix B: Survey Outreach Methods

Email Marketing and Website Promotion

  • Post on library website & blog
  • Post on City website
  • Disseminate in City Council Emails, Newsletters and Social Media
  • Mayor Newsletter
  • Distribution through Equal Access Center
  • GovDelivery
  • OUSD Weekly Message
  • Outreach to Hispanic Chamber
  • Outreach to Unity Council
  • Outreach to Chinatown Chamber
  • Outreach to Vietnamese Chamber
  • Oakland Community Organizations
  • Oakland Metro Chamber
  • Oakland Neighborhood Services Council
  • Fruitvale Merchant Association
  • EBAYC Email Contacts

Digital Marketing (i.e. social media, promoted posts, etc)

  • 3 posts on NextDoor
  • Mayor Social Media
  • Facebook- 2 promoted posts
  • Twitter- 1 promoted post

Traditional Media

  • Publish Press Release
  • Oakland Local

Flyer Distribution

  • Put out flyers in Rec Centers
  • Youth Radio
  • OPR Lincoln / Carmen Flores Rec Center
  • Asian Health Services
  • Oakland Asian Cultural Center


  • City Administrator Weekly Report
  • Open Oakland Google Group
  • Paper version distributed through the Oakland Neighborhood Services Council
  • Oakland Technology Exchange West
  • Hack the Hood
Table of Contents