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Digital Services <br />First and foremost, the delivery of services online and through mobile apps, collectively <br />referred to as Digital Services, is the primary and most visible element of digital <br />transformation. San Leandro has made strides in this area in recent years, including: <br />• Deploying a mobile 311 app called Wy-SL" <br />• A mobile app for its flagship Cherry Festival <br />• Introducing Nextdoor and social media as communications channels <br />• Utilizing online applications and backend systems for permits and business <br />licenses <br />• Utilizing Peak Democracy for online polling of residents <br />• Introducing a parking app with its Parking Plan <br />• Rolling out digital Boards and Commissions applications <br />However, many more public -facing forms and applications remain paper-based and/or <br />rely on PDF forms. These services should be built on an ethos of "user -centered design," <br />which means that the services should be based on the user experience. Usability.gov has <br />produced a framework to help organizations produce and support services that address <br />the user experience 16. Figure 14, Smart Planning rocess <br />In addition to these public -facing forms, <br />the City conducts much of its internal <br />business with forms and paperwork. For <br />example, staff must fill out forms to <br />perform financial requests, such as <br />budget adjustments and expenditure <br />corrections and to update their direct <br />deposit allocations. The City deployed <br />SharePoint Online as part of Office 365 <br />and developed an online request system <br />for Time Off and Overtime. This can be <br />built upon to deploy more services in the <br />future. <br />The Smart City Strategy portion of this <br />Plan recommends San Leandro develop <br />a cohesive Digital Services roadmap and <br />incrementally replace all paper-based and PDF forms with digital versions. These <br />services should be trackable and staff should be able to report on volume, time to <br />complete, and other key performance metrics. <br />16 https://www.usabiIity.gov/what-and-why/user-centered-design.htmI <br />35 1 P <br />City of San Leandro, CA <br />Fiber Master Plan <br />