Score: +20
(37/23/17)
Santa Clara County Grand Jury
• 2025-2026
Pothole Damage: Improving claims processes within Santa Clara County
Published: June 12, 2026
21 pages
⚠️ Aviso de traducción: Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.
⚠️ Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.
Findings and Recommendations 4 findings
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
No recommendations for this finding
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Related Recommendations (2)
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Related Recommendations (2)
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Related Recommendations (1)
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Agency Responses 15
Government agencies' official responses to this report's findings and recommendations. Click on a response to see the structured breakdown.
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City of Saratoga
3 pages
• 5 responses
•
Score: +4
(+4, 1, 0)
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5 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
Response: Agree. The City reviews each pothole claim in accordance with the California Government Claims Act. Claims are properly rejected when they are filed after the statutory deadline (generally six months from the date of the incident, as required under the Government Claims Act), filed with an agency that lacks jurisdiction over the location in question, or when the City did not have actual or constructive notice of the condition prior to the incident
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
: "Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction." Response: Agree. The City agrees that jurisdictional boundaries for road maintenance can be unclear to the public, particularly where City streets adjoin state routes, such as State Route 9 (Big Basin Way), or fall within unincorporated county pockets located inside the City's bou...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
: "All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this by December 15, 2026." Response: The recommendation has not yet been implemented but will be implemented by the recommended timeframe. The City will update its claims webpage to identify roadways commonly mistaken as being within City jurisdiction, including State Route 9 (Big Basin Way), which is owned and maintained by Caltrans notwithstanding its location within the Saratoga Village commercial...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree Partially
Score: 0
: "Fifteen jurisdictions, including the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga, have websites with deficiencies that make it difficult to file a claim." Response: Agree in part. The City agrees that its claims webpage does not currently provide clear step-by-step instructions for filing a claim beyond a link to the claim form itself, and the City will address this through Recommendation 3a below. The City notes, however, that it is one of only two jurisdiction...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Will Implement
Due: December 15, 2026
Scheduled: by December 15, 2026
Score: +1
: "Eleven jurisdictions, including the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga, should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this by December 15, 2026." Response: The recommendation has not yet been implemented but will be implemented by the recommended timeframe. The City will update its claims webpage to include clear written instructions describing the claims process, re...
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Town of Los Altos Hills
2 pages
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No structured response data extracted yet.
View the PDF for full details.
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Town of Los Gatos
4 pages
• 9 responses
•
Score: -2
(+1, 0, -3)
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9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
Agreed. Typically, when a claim has been reviewed and there is a legal basis for rejection, the claim is formally rejected, triggering the six-month statute of limitations for filing a lawsuit, rather than the two-year statute of limitations that may otherwise apply. Common grounds for rejecting a claim include failure to provide required prior notice, filing the claim with the wrong public agency, or missing a statutory filing deadline.
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Unknown
Score: 0
Agreed. The jurisdictional lines can be unclear and not directly communicated to someone wishing to file a claim. Specifically, the claims site does not explicitly provide a mapping mechanism to identify streets. However, the Town does provide access to an interactive GIS map on a different Town webpage that allows a user to access jurisdictional rights of ways. F3. Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, Santa Clara, and Saratoga - have websites with deficie...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
Implemented. The Town currently provides an interactive GIS mapping webpage which allows a claimant to search incorporated areas, including roads, to determine if a road is in the jurisdiction. Both search terms of "map" and "GIS" provide search results making it easy to lookup incorporated rights of way. The Town updated its claim website to provide a direct link to this GIS interactive map. Additionally, language was added to advise a claimant that they may contact the Town Clerk to determine if a specific location is subject to the jurisdiction of the Town of Los Gatos. R2b. All jurisdictio...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
Implemented. The jurisdiction has few pothole claims. However, since Caltrans Highway 9 is commonly mistaken as being in the Town's jurisdiction, the language added to provide a link to the GIS map also provides this specific roadway as an example of a road commonly mistaken as being in the Town's responsibility. R3b. Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, Santa Clara, and Saratoga - should incorporate useable software on their websites that can translate cl...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Unknown
Score: 0
Disagreed in part. The Civil Grand Jury's review found that access to claim information varied among juris dictions. The review identified several jurisdictions where claim information or claim forms could not be located on the agency website, and others where users were required to take additional steps to locate or request a claim form. In contrast, the Town of Los Gatos was identified as providing online claims process instructions and a direct link to the claim form, allowing members of the public to readily access information regarding the claims process and obtain the necessary form to s...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Unknown
Score: 0
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
Will not be implemented because it is not warranted. The Town's website provides translation functionality that allows users to view web pages in dozens of languages. The claim form is also available as a downloadable PDF, which can be translated using widely available translation tools. Additionally, the Town has provided supplemental information on the webpage to assist users with completing the form, and this information can be translated using the website's available translation tool.
t ' R4. The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San Jose should update their reje...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Unknown
Score: 0
Agreed in part. When possible, claim rejection notices include the basis for rejection. However, the Town may not be able to provide a specific basis for rejection in instances where information has been requested but not received. RECOMMENDATIONS R2a. All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. Response: Implemented. The Town currently provides an interactive GIS mapping webpage which allows a claimant to search incorporated areas, including roads, to determine if a road is in the jurisdiction. Both search ...
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Unknown
Score: 0
Implemented. The claim rejection notices include contact information for the Town's third-party claims administrator for claimants who have questions regarding the rejection. Effective in 2026, claim rejection notices include the basis for rejection of the claim. However, in limited circumstances, a specific basis may not be available if there is insufficient information to complete the review of the claim.
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City of Mountain View
4 pages
• 9 responses
•
Score: +5
(+5, 4, 0)
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9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
This response is limited to the claims filed with the City of Mountain View. The City of Mountain View agrees that it has rejected such claims because the alleged pothole was not located in the City of Mountain View, that the claim form submitted by claimant did not provide adequate information for the City to evaluate the claim, and the claim did not comply with the Government Tort Claims Act including the statutory timelines for filing a claim. It is important to note that each claim requires an analysis of compliance with the Government Tort Act, whether the City has sufficient information ...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
The City of Mountain View response is limited to the claims filed with the City. During the time period examined by the Grand Jury, the City of Mountain View received a number of claims for incidents that occurred on US 101 and 237, state highways under the jurisdiction of the California Department of Transportation. In addition, the City received claims for incidents that occurred on El Camino Real which is also known as State Route 82 and is also within the jurisdiction of the California Department of Transportation. The City of Mountain View agrees the website could provide additional infor...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Mountain View is in the process of implementing this recommendation and will make an interactive map available on its website to assist claimants in determining whether they should file a claim with the City of Mountain View. This recommendation will be implemented by December 15, 2026. Civil Grand Jury Recommendation 2b: All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. City of Mountain View
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Mountain View is in the process of implementing this recommendation and will make an interactive map available on its website to assist claimants in determining whether they should file a claim with the City of Mountain View. This recommendation will be implemented by December 15, 2026.
September 9, 2026 Page 3 of 4 Civil Grand Jury Finding 3: Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, Santa Clara, and Saratoga - have websites with deficiencies that...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree Partially
Score: 0
The City of Mountain View's response is limited to its website. The City of Mountain View disagrees partially with this finding. It recently added a fillable form to the website to facilitate the filing of government tort claims. However, the City of Mountain View agrees improvements can be made to the website to make it easier for claimants to understand the process and file claims. Civil Grand Jury Recommendation 3a: Eleven jurisdictions - the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San Jose, and Saratoga - have websites wi...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Mountain View's response is limited to its website. The City is updating its website to provide more information about the claims process. This recommendation has not yet been implemented but will be implemented by December 15, 2026. Civil Grand Jury Recommendation 3b: Fourteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, and Santa Clara should incorporate useable software on their websites that can translate claim forms into multiple languages or provide clai...
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Requires Analysis
Score: 0
This recommendation requires further analysis. Claim forms are legal documents and require specialized translation services that will meet legal standards. In response to this recommendation, the city will update its website to include instructions and general guidance on the claims process in multiple languages based on the demographics served by the City on or before December 15, 2026. In addition, the City of Mountain View will continue to explore methods to expand language access to claimants, as well providing greater translation services City-wide for all City services.
September 9, 202...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Disagree Partially
Score: 0
The City of Mountain View can only respond to the claims filed with the city. The City of Mountain View agrees partially with this finding. It has provided this information in some rejection notices. The City will include the reason for the rejection in the future. Civil Grand Jury Recommendation 4: The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San Jose should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claim...
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Implemented
Score: 0
This recommendation has been implemented.
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City of Los Altos
3 pages
• 9 responses
•
Score: 0
(+0, 9, 0)
View Details ▾
9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Disagree Partially
Score: 0
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice. Response 1: Respondent, City of Los Altos, neither agrees nor disagrees with the finding as the City is unable to verify the data provided.
Finding 2:
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about h...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Disagree Partially
Score: 0
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction. Response 2: Respondent, City of Los Altos, agrees with the finding.
Recommendation 2a:
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this by December 15, 2026. Res...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Implemented
Score: 0
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this by December 15, 2026. Response 2a: Respondent, City of Los Altos, has already implemented this recommendation.
Recommendation 2b:
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this by December 15, 2026. Response 2b: Respondent, City of Los Altos, has already implemented this reco...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Implemented
Score: 0
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this by December 15, 2026. Response 2b: Respondent, City of Los Altos, has already implemented this recommendation.
Finding 3:
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - have websites with deficiencies that make it difficult to file a claim. R...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree Partially
Score: 0
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - have websites with deficiencies that make it difficult to file a claim. Response 3: Respondent, City of Los Altos, agrees with the finding as it pertains to the City of Los Altos.
Recommendation 3a:
Eleven jurisdictions - the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga - should update their websites to p...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Implemented
Score: 0
Eleven jurisdictions - the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga - should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this by December 15, 2026. Response 3a: Respondent, City of Los Altos, has already implemented this recommendation.
Recommendation 3b:
Fourteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sere...
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Requires Analysis
Score: 0
Fourteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara - should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this by December 15, 2026.
Response 3b: Respondent, City of Los Altos, determines this recommendation requires further analysis to determine whether translation services are wa...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Disagree Partially
Score: 0
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant's frustration. Response 4: Respondent, City of Los Altos, partially agrees with the finding. Respondent, City of Los Altos, partially disagrees with the statement that "the lack of clarity...
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Implemented
Score: 0
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this by December 15, 2026. Response 4: Respondent, City of Los Altos, has already implemented this recommendation.
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City of Gilroy
3 pages
• 6 responses
•
Score: +4
(+4, 2, 0)
View Details ▾
6 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
The City of Gilroy agrees with the finding. According to the report, the finding reflects aggregate claims data reported by the sixteen jurisdictions across Santa Clara County.
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
: "Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction." Response: The City of Gilroy agrees with the finding. The City's own claims experience confirms that jurisdictional boundaries are a common source of confusion.
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Implement
Due: December 15, 2026
Scheduled: By recommended timeframe
Score: +1
The recommendation has not yet been implemented but will be implemented by recommended timeframe.
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
: "All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this by December 15, 2026." Response: The recommendation has not yet been implemented but will be implemented by Recommendation 3b: "Fourteen jurisdictions the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara should incorporate useable software on their websites that can translate claim ...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree Partially
Score: 0
: "Fifteen jurisdictions the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga have websites with deficiencies that make it difficult to file a claim."
Response: The City of Gilroy partially disagrees with the finding. The City disagrees with the characterization of its website as having deficiencies that make it difficult to file a claim. The Civil Grand Jury's own investigation found that Gilroy is one of only five jurisdictions in Santa Clara County that provide adeq...
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Implemented
Score: 0
The recommendation has been implemented. The City has implemented the DocAccess software on its website, which translates all PDF documents, including forms, into multiple languages. The City has also added a direct link to a downloadable claim form.
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County of Santa Clara
10 pages
• 9 responses
•
Score: 0
(+4, 0, -4)
View Details ▾
9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
The County lacks sufficient information to agree or disagree with the pothole claims data presented in the report regarding jurisdictions within Santa Clara County.
Finding 2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or Adopted: 08/25/2026 Board of Supervisors: Sylvia Arenas, Betty Duong, Otto Lee, Susan Ellenberg, Margaret Abe-Koga County Executive: James R. Williams
DOC-iiiy'EyledOye'lD:'C6A1|0EB»|111»-EOC»-0|0»A|1B-AO1|OD| Re: Response to the Santa Clara County Civil Grand Jury Fin...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
The County lacks sufficient information to agree or disagree with the finding relating to websites of other jurisdictions but agrees that jurisdictional boundaries can be complex and subject to confusion.
Recommendation 2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this by December 15, 2026.
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
This recommendation will not be implemented because it is not warranted. The County maintains a robust Geographic Information Systems page (https://gis.santaclaracounty.gov/access-geospatial-information-sccmap) on the County website, precluding the need for a bespoke system unique to claims. Moreover, the County receives hundreds of claims every year regarding a very broad range of issues. Pothole claims comprise a tiny fraction of the overall claims received. It would not be reasonable or practicable to provide specific guidance on the County's claims website for every type of claim that migh...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
This recommendation will not be implemented because it is not warranted. Listing roads that are commonly mistaken as being in the County jurisdiction would confuse many public users. Many roads, for example, belong to multiple jurisdictions depending on the segment, and jurisdictional boundaries overseen by the Local Agency Formation Commission (LAFCO) can be precise to the point of specific street number ranges and road centerlines. Moreover, the County receives hundreds of claims every year regarding a very broad range of issues. Pothole claims comprise a tiny fraction of the overall claims ...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Agree
Score: +1
The County lacks sufficient information to agree or disagree with the finding relating to websites of other jurisdictions and disagrees with the finding that it is difficult to file a claim in the County.
Recommendation 3a
Eleven jurisdictions - the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and
DOC-iiiy'EyledOye'lD:'C6A1|0EB»|111»-EOC»-0|0»A|1B-AO1|OD| Re: Response to the Santa Clara County Civil Grand Jury Final Report Pothole Damage: Improving claims processes within Santa Clara County August 25, 2026 Page 4 of 5...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
This recommendation will not be implemented because it is not warranted. The County provides a single point of entry and single one-page form to file a claim against the County for any purpose.
Recommendation 3b
Fourteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara - should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve...
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Unknown
Score: 0
The County will translate its claims form into multiple languages by December 15, 2026.
Finding 4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant's frustration.
DOC-iiiy'EyledOye'lD:'C6A1|0EB»|111»-EOC»-0|0»A|1B-AO1|OD| Re: Response ...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Agree
Score: +1
The County lacks sufficient information to agree or disagree with the characterization of the notice process in other jurisdictions and lacks sufficient information generally on a claimant's level of satisfaction.
Recommendation 4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisd...
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
This recommendation will not be implemented because it is not warranted. The recommendation that the County provide a more detailed response to claims and a contact person to engage with the claimant is not contemplated by the Government Code, which provides strict guidance regarding the timing, form, and content of claims responses. The County currently provides timely, code-compliant claim responses and specifically indicates when a claim is rejected because it was untimely or directed to the wrong jurisdiction. As a practical matter, the County receives hundreds of claims every year and doe...
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City of Morgan Hill
3 pages
• 9 responses
•
Score: 0
(+1, 1, -1)
View Details ▾
9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Unknown
Score: 0
Noted. Grand Jurv Recommendation 1: No recommendation. Grand Jurv Finding 2: Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction. Citv of Morgan Hill
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Disagree Partially
Score: 0
The City of Morgan Hill partially agrees with this finding. While Morgan Hill has, on occasion, rejected claims because the claimant filed with the incorrect jurisdiction, it is a relatively rare
Docusign Envelope ID: 259901DE-F061-8BD7-82FA-C717BC6B961B occurrence. It agrees that its claims website currently lacks information about how to determine if a particular road is in Morgan Hill's jurisdiction. Grand Jury Recommendation 2a: All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. z The jurisdictions should impl...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Unknown
Score: 0
� The City of Morgan Hill concurs with this recommendation. The City of Morgan Hill currently has a map within its pavement management report, which additionally includes a list of all City streets. This is located on the City's website at: https://www.morganhill.ca.gov/2539/Pavement-Rehab-Street-Cut-Moratorium The City intends to create an updated more usable PDF map to upload to the City's website. Grand Jury Recommendation 2b: All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The juri...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Unknown
Score: 0
City does not concur with this recommendation as the City does not see this as an appropriate remedy for the issue. The City receives very few claims wrongly sent to the City and there are many road.s" sharing the same or similar names within the City and County, which may ultimately result in further confusion by implementing this recommendation. Alternatively, the City plans to add text and a link to the map noted in Recommendation 2a, that recommends those filing a claim, review the location of their claim against the map before filing the claim. Grand Jury Finding3: Fifteen jurisdictions -...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree
Score: -1
The City of Morgan Hill disagrees with this finding. Links to claims forms (in English or Spanish) are provided on the City's website and are easily located with an internet search. The form prompts the
Docusign Envelope ID: 259901DE-F061-8BD7-82FA-C717BC6B961B claimant to provide all information required by the Government Claims Act, and it provides instructions on how to submit the claim. Grand Jurv Recommendation 3a: Eleven jurisdictions - the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain Y iew, San Jose, and Saratoga - should update...
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City concurs with this recommendation and will implement it within the recommended timeframe. Grand Jurv Recommendation 3b: Fourteen jurisdictions -the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, and Santa Clara-should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this by December 15, 2026. Citv of Morgan Hill
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Unknown
Score: 0
City concurs with this recommendation and has already achieved this step. Sincerely, r-: Signed by: L25.122" Mark Turner Mayor
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Unknown
Score: 0
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Unknown
Score: 0
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City of Monte Sereno
3 pages
• 9 responses
•
Score: 0
(+1, 0, -1)
View Details ▾
9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
Response: Agreed. Typically, when a claim has been reviewed and there is a legal basis for rejection, the claim is formally rejected, triggering the six-month statute of limitations for filing a lawsuit, rather than the two-year statute of limitations that may otherwise apply.
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Unknown
Score: 0
Agreed. The jurisdictional lines can be unclear and not directly communicated to someone wishing to file a claim.
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Unknown
Score: 0
Implemented. The City has added a citywide street map which notes the jurisdiction/authority for each street in the City. Additionally, the Clerk Clerk is available to assist claimants with inquiries pertaining to whether something is in the City's jurisdiction.
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Unknown
Score: 0
Implemented. The City of Monte Sereno has not received a claim regarding potholes since before 2020. However, since Caltrans Highway 9 is commonly mistaken as being
Docusign Envelope ID: 5F5E0035-DEB2-841D-80F1-3269C1744A74 in the City's jurisdiction, the language added note this specific roadway as an example of a road commonly mistaken as being in the City's responsibility.
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Unknown
Score: 0
Agreed. The City of Monte Serene's website did not include information about filing a claim against the city. RECOMMENDATIONS
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Unknown
Score: 0
Implemented. The City's claim form, including information on how to file a claim, and a citywide street map have all been added to the City's website.
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
Will not be implemented because it is not warranted or reasonable. The City's website provides translation functionality that allows users to view webpages in dozens of languages. The claim form is also available as a downloadable PDF, which can be translated using widely available translation tools. Additionally, the City has provided supplemental information on the webpage to assist users with completing the form, and this information can be translated using the website's available translation tool.
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Unknown
Score: 0
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Unknown
Score: 0
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City of Sunnyvale
6 pages
• 9 responses
•
Score: 0
(+1, 2, -1)
View Details ▾
9 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Disagree Partially
Score: 0
DISAGREE PARTIALLY. The City of Sunnyvale appropriately rejects claims received after state mandated deadlines and where the City of Sunnyvale is not the correct jurisdiction for the circumstances of a particular claim. Doing otherwise would be a misuse of taxpayer funds entrusted to the City of Sunnyvale. When a claimant errs and submits a claim to the City of Sunnyvale where another jurisdiction is the correct jurisdiction to file, Sunnyvale staff promptly
advise the claimant of the correct jurisdiction (if known) for the claim to be filed. For the time period of 2020 through 2025, Sunnyval...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Disagree Partially
Score: 0
DISAGREE PARTIALLY. Several agencies maintain roadways and other infrastructure within the boundaries of the City of Sunnyvale. The State of California owns buildings and maintains highways within Sunnyvale, the County of Santa Clara owns buildings and maintains expressways within Sunnyvale, and Santa Clara Valley Water District and other special districts own and maintain buildings and other infrastructure within Sunnyvale. Private corporations and homeowner associations also own and maintain roads and other infrastructure within Sunnyvale. While the City of Sunnyvale disagrees with the asser...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
THE RECOMMENDATION WILL NOT BE IMPLEMENTED BECAUSE IT IS NOT WARRANTED. When the City of Sunnyvale receives a claim that is outside of Sunnyvale's jurisdiction, the City rejects the claim and refers the claimant to the correct jurisdiction (when known) where they may file a claim. Providing a list may not be clear as jurisdictions and roadway ownership can vary block to block and may abut a boundary with another jurisdiction. Providing a Portable Document Format (PDF) file or other map online may not accurately reflect the current ownership of roadway segment or other infrastructure. Due to th...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Due: December 15, 2026
Scheduled: by December 15, 2026
Score: +1
THE RECOMMENDATION HAS NOT BEEN IMPLEMENTED, BUT WILL BE IMPLEMENTED IN THE FUTURE. The City of Sunnyvale will add a list of highways and expressways that fall outside the jurisdiction of the City of Sunnyvale to its File a Claim Against the City webpage by December 15, 2026. • Finding 3 Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - have websites with deficiencies that make it difficult to file a claim. No response from the City of Sunny...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Unknown
Score: 0
No response from the City of Sunnyvale is requested by the Civil Grand Jury for Finding 3.
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Unknown
Score: 0
No response from the City of Sunnyvale is requested by the Civil Grand Jury for Recommendation 3a.
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Unknown
Score: 0
No response from the City of Sunnyvale is requested by the Civil Grand Jury for Recommendation 3b.
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Unknown
Score: 0
No response from the City of Sunnyvale is requested by the Civil Grand Jury for Finding 4.
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Unknown
Score: 0
No response from the City of Sunnyvale is requested by the Civil Grand Jury for Recommendation 4.
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City of San José
4 pages
• 8 responses
•
Score: -4
(+1, 2, -5)
View Details ▾
8 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
The City is unable to agree with Finding #1 as it lacks sufficient information concerning the rate of rejection for pothole claims in other jurisdictions.
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Disagree
Score: -1
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction. Disagree, in part. The City disagrees that jurisdictional lines are often unclear or poorly communicated to claimants. The City's website includes a publicly accessible, searchable "Streets & Intersections" map that allows users to determine whether a particular street or segment of a...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Requires Analysis
Score: 0
, the City does not believe adding information to the claims webpage is appropriate and consistent with the intended purpose of that webpage.
Finding #3
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - have websites with deficiencies that make it difficult to file a claim. Disagree. Finding #3 does not identify the specific deficiencies in the City's claims webpage that allegedly make it difficult to file a claim. The City maintains that ...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this by December 15, 2026. Will not be implemented. As discussed in the City's response to Recommendation #2a, the City does not believe adding information to the claims webpage is appropriate and consistent with the intended purpose of that webpage.
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree
Score: -1
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - have websites with deficiencies that make it difficult to file a claim. Disagree.
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Requires Analysis
Score: 0
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga - should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve.
Re: Page 4 _________________________________________________________________________________________________________ The jurisdictions should implement this by December 15, 2026. Not Implemented because...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Disagree
Score: -1
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant's frustration. Disagree, in part. While the City acknowledges that claim rejection may add to a claimant's frustration, the City's claim rejection notices conform to the requirements of Go...
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this by December 15, 2026. Will not be implemented. While the City acknowledges that the rejection of a claim may be frustrating to a claimant, the City disagrees that specifying all possible reasons for clai...
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City of Palo Alto
4 pages
• 8 responses
•
Score: +5
(+6, 0, -1)
View Details ▾
8 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
The City of Palo Alto agrees with this finding to the extent it reflects the disposition of pothole claims submitted to the City of Palo Alto. Claimants are required to follow the Government Claims Act (Gov. Code § 900 et seq.), which requires anyone seeking money damages from a California public entity to first file a written claim with that entity within six months of the incident for claims involving death, personal injury, or damage to personal property-which includes vehicle damage from potholes. The Act's purpose is to give the agency a chance to investigate and pay or settle without lit...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
The City of Palo Alto agrees with the finding in part. It is the claimant's responsibility to determine the jurisdiction in which an incident took place. However, it is common for claims to be submitted to multiple jurisdictions because claimants and/or their attorneys fail to conduct a diligent investigation before filing their claims, and find it is easier to submit claims to multiple jurisdictions without evaluating where the incident actually occurred. During the reporting period January 20, 2020 through October 31, 2025, 26 pothole damage claims were submitted to the City of Palo Alto, an...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Palo Alto will implement this recommendation in modified form. The City will update its website to direct claimants to a publicly available online mapping or search tool, such as Google, to help them confirm whether a given road is maintained by the City by December 15, 2026. Civil Grand Jury
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Palo Alto will implement this recommendation. By December 15, 2026, the City will add guidance to its claims webpage identifying roads commonly mistaken for City jurisdiction, including portions of US-101, I-280, and El Camino Real (SR-82) (which are maintained by Caltrans), and Page Mill Road, Oregon Expressway, and Foothill Expressway (which are maintained by the County).
Civil Grand Jury
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Agree
Score: +1
, the City's website already provides a translation tool that allows claimants to translate the claims-process webpage and instructions, including the instructions on how to file a claim, into multiple languages. However, the City will not translate the claim form itself. All claims have the potential to result in litigation, and the claim form is evidence that the plaintiff complied with claim submission requirements, a mandatory prerequisite to filing a lawsuit. The claim form is the best evidence of that compliance with that requirement and would need to be translated into English to be con...
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Will Not Implement
Score: -1
below. the need to submit a claim in English is not a "deficiency". Civil Grand Jury Recommendation 3b Fourteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara - should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this by December 15, 2026. City of Palo Alto Response: The City of Palo Al...
F4
When pothole claims are rejected, claimants filing claims against the County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José receive a notice that provides little or sometimes no explanation for the rejection. Although jurisdictions within Santa Clara County are not legally obligated to provide a reason for rejection, the lack of clarity in the decisions made on the claims can add to a claimant’s frustration.
Response: Agree
Score: +1
The City of Palo Alto agrees with this finding in part. Palo Alto's current rejection notice includes the statutory language required by Government Code section 913 but does not specify the reason for the denial or provide dedicated contact information for follow-up questions, which is addressed in the City's response to
R4
The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this
Response: Unknown
Score: 0
below. Civil Grand Jury Recommendation 4 The County, Los Altos, Los Gatos, Mountain View, Palo Alto, and San José should update their rejection letters to specify whether the decision was due to lack of timeliness, incorrect jurisdiction, lack of prior notice, or other reason and to provide a specific contact to call or email if the claimant has further questions about the reason for rejection. The jurisdictions should implement this by December 15, 2026. City of Palo Alto Response: The City of Palo Alto will partially implement this recommendation. The City is not legally required to state th...
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City of Milpitas
4 pages
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City of Santa Clara
3 pages
• 6 responses
•
Score: +3
(+4, 0, -1)
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6 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
Relying on the research conducted by the Grand Jury, which the City has not independently verified, the City of Santa Clara agrees with the finding. In the City of Santa Clara, our records indicate that the City of Santa Clara rejected 85% of pothole claims from 2020 to 2025.
Finding 2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdicti...
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Agree
Score: +1
The City of Santa Clara agrees with the finding in part. Eleven (11) of the forty-two (40) pothole claims submitted to the City of Santa Clara during the period January 1, 2020, through October 31, 2025, were directed to the wrong entity. 1500 Warburton Avenue • Santa Clara, CA 95050 • Phone: 408-615-2210 • Fax: 408-241-6771 • www.SantaClaraCA.gov
Julie A. Emede Re: Santa Clara County Civil Grand Jury Report, Pothole Damage: Improving claims processes within Santa Clara County September 8, 2026 Page 2 of 3 The City of Santa Clara is unique among the cities in the County in that we share our n...
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Santa Clara agrees with the recommendation, in part, and it will be implemented. As described below, to the extent the City includes a list of roadways on its claims website, that list would more clearly communicate the information if it was a list of roadways maintained by other agencies. The City's Information Technology Department is working to update its Geographic Information Services portal and estimates that this project will be completed by January 1, 2027. The update should provide information about the entity responsible for any particular roadway. A link to the portal wi...
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
The City of Santa Clara agrees with the recommendation, and it will be implemented. The update to the City's claims instructions will be completed in conjunction with the implementation of Recommendation 2a. This list will be based upon data collected as of July 1, 2026.
Recommendation 3b
Fifteen jurisdictions - the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San Jose, Santa Clara, and Saratoga - should incorporate useable software on their websites that can translate claim forms into multiple lang...
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree
Score: -1
The City of Santa Clara disagrees with the finding as it relates to the City of Santa Clara. As noted in the report, both the City's claim form and claim instructions are clearly posted on the City's website. The City of Santa Clara has installed DocAccess, described further in
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Unknown
Score: 0
, that enhances accessibility to the form and instructions for persons with disabilities. Furthermore, the DocAccess program also provides language translation functionality for these documents. For these reasons, we respectfully disagree that the City's website contains deficiencies that make it difficult to file a claim.
Recommendation 2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this by December 15, 2026. City
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City of Cupertino
3 pages
• 7 responses
•
Score: +5
(+5, 2, 0)
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7 responses to findings and recommendations
F1
Jurisdictions within Santa Clara County rejected 92% of pothole claims from 2020 to 2025 due to reasons including missed deadlines, incorrect jurisdiction, and lack of prior notice.
Response: Agree
Score: +1
Agree.
F2
Claims are often rejected because the claimant filed with the incorrect jurisdiction, which can happen because jurisdictional lines are often unclear or poorly communicated. The claims websites of all jurisdictions within Santa Clara County lack information about how to determine if a road is in its jurisdiction.
Response: Disagree Partially
Score: 0
Partially agree. The City cannot comment on other cities' actions but over the last 5 years, the City has infrequently rejected claims due to jurisdictional lines.
R2a
All jurisdictions within Santa Clara County should include a link to a map or list of roads they maintain on their claims website. The jurisdictions should implement this
Response: Will Implement
Score: +1
Agree. The City will implement this recommendation on its claims website by December 15, 2026.
R2b
All jurisdictions within Santa Clara County should update their claims websites to identify roads that are commonly mistaken as being in their jurisdictions. The jurisdictions should implement this
Response: Will Implement
Score: +1
Agree. The City will implement this recommendation on its claims website by reviewing historical claims data and identifying any locations which claimants mistakenly believed were within the City's jurisdiction by December 15, 2026.
F3
Fifteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, Santa Clara, and Saratoga – have websites with deficiencies that make it difficult to file a claim.
Response: Disagree Partially
Score: 0
Partially agree. The City cannot comment on alleged deficiencies in other cities but will implement the Civil Grand Jury's recommendations on its website.
R3a
Eleven jurisdictions – the County, Campbell, Cupertino, Los Altos, Los Altos Hills, Milpitas, Monte Sereno, Morgan Hill, Mountain View, San José, and Saratoga – should update their websites to provide clear instructions and information about how to file a claim in addition to a link to the claim form. The jurisdictions should implement this
Response: Will Implement
Score: +1
Partially agree. The City cannot comment for other cities but it will implement this recommendation on its website by December 15, 2026.
R3b
Fourteen jurisdictions – the County, Campbell, Cupertino, Gilroy, Los Altos, Los Altos Hills, Los Gatos, Milpitas, Monte Sereno, Morgan Hill, Mountain View, Palo Alto, San José, and Santa Clara – should incorporate useable software on their websites that can translate claim forms into multiple languages or provide claim forms in multiple languages based on the demographics they serve. The jurisdictions should implement this
Response: Will Implement
Score: +1
Partially agree. The City cannot comment for other cities, but will implement this recommendation on its website by December 15, 2026. 01276.0001 2198416.1