Design Review
TERM RECOMMENDED SOLUTIONS TIMELINE STATUS OWNER
Mid Add objective standards for design review.
Create easier to use standards resources 3 months In
progress
Long Revise the DRB’s scope to limit expansive
review authority over nearly all development 1 year
Long
Reduce the overall number of application
types that need to be reviewed by the Design
Review, focusing only on those that have a
relative impact on the aesthetics of the
community
1 year
Mid
Increase appeal fee (currently $2,000) to
discourage land use planning through
stakeholder opposition via DRB
6 months
In
progress
with fee
schedule
study
Near
Create education
sessions/workshops/webinars for design
professionals to understand the entitlement
and review process
4 months
Mid
Create education sessions/workshops for
reviewing bodies to understand purpose and
process of design review and the entitlement
process
6 months
Mid
Revise DRB board member qualifications
criteria to require some design background for
design review
9 months
Staffing and Work Culture
TERM RECOMMENDED SOLUTIONS TIMELINE STATUS OWNER
Near
Create a culture of solutions-based
approaches to work, service, accountability,
and productivity
Ongoing
In
Progress
Near
Communicate the department vision in writing
and motivate staff to pursue vision, and
incorporate into new staff training
Ongoing
In
Progress
Near
Hire more staff across the Planning and
Building & Safety Divisions. Create a pipeline
so not only hiring at entry level positions
Ongoing
In
Progress
Near
For new hires and refreshers, conduct formal
training for live phone calls and in person
consultations to underscore customer service
and empathy
Ongoing
In
Progress
Near
Do a salary study for planners in comparable
cities and cities that Glendale is losing
planners to, in addition to the number of permit
types to understanding corresponding
workload
3 months
In
Progress
Near
Provide cross-training for code enforcement
staff to understand construction issues so
violations are not presumed
Ongoing
Near Celebrate the helpful and dedicated staff and
uplift the department’s wins to boost morale Ongoing In Progress
Near
Bring in HR as a partner to proactively
address concerns about staff who present
challenges to the team, as part of solutions-
oriented approach
Ongoing
In
Progress
Near
Management should address needed
improvements immediately and not wait for
performance evaluations
Ongoing
In
Progress
Near
Organize team building activities away from
city hall to bring people together and improve
morale
Ongoing
In
Progress
Near Develop and implement a policy to address
disruptive or abusive customers 6 months
Near
Encourage staff to take a “get to yes”
approach to educate and explain codes and
policies - the “why” – when the original
alternative is not possible for the applicant
Ongoing
In
Progress
Mid Conduct staff training on EV and new state
laws to get everyone updated 6 months
Long
Provide cross training for planners to gain
experience in current planning, advance
planning, economic development, code
enforcement, to diversify skills and support
staff retention
1 year
Near
Encourage code enforcement staff to write
more descriptive reports and notices of issues
found to aid compliance. For example: “Tenant
improvement needs permit” should specify
what improvements were found during
inspection that need permits
1 month
Near
Encourage code enforcement staff to offer
potential solutions to problems found during
inspections
2 months
Near
Memorialize department decisions and
interpretations in memorandums for
consistency, accountability, and applicability
Ongoing
Near
Hire third party private inspectors to expedite
permit and inspection sign offs. Consider for
general or specialized inspections or major
projects
1 year
Review Time, Process, and Documentation
TERM RECOMMENDED SOLUTIONS TIMELINE STATUS OWNER
Long
Create a One-Stop plan review in person
option with all departments present to advise
applicant, including the creation of an
enterprise operation to reflect accurate
collection of fees
1 year
Long
Consider extended hours for counter
operations with dedicated staff, including for
walk-in meetings and over the counter review
and submittal
1 year
Need full
staff
Long
Restore walk-in counter hours for questions
and for plan submission 1 on 1 reviews to
catch issues at the counter, especially Title 24
issues
1 year
Need full
staff
Near Remove GWP for simple reviews to streamline
the process 3 months
In
Progress
Long
Do a fee study to understand the cost of project
hours and whether fee increase is needed.
Determine if workload matches fees paid and
labor costs
1 year
In
Progress
Near
Hire junior level staff that can focus on small
projects and assist in project management and
communication with more senior staff
1 month
In
Progress
Mid Formalize the DRC process and expand to
more project reviews 3-6 months
Near
Create FAQ sheet for simple frequent
questions. Provide at counter and on website,
and updated checklist that provided information
on what is required for submittals
6 months
In
Progress
Near Update existing checklists and handouts for
planning and building submissions 3 months
In
Progress
for
Planning
Near
Update the schedule of fees, and post a
worksheet that allows prospective applicants to
identify anticipated costs upfront
1 month
Near
Prioritize project reviews around scale, scope,
safety, order received, and not complaints by
applicants who want to jump the line
3 months
Need full
staff
Mid
Intake: Allow plan checker to screen for
complete set and the correct departments
included in application package, and create a
planning tech position to support
2 months
Near
Train planners to contact applicant to inform
they are working on the plan and provide
applicants their contact information to ensure
that applicants are current on project status
and review expectations
Ongoing
In
Progress
Near
Conduct concurrent Planning and Building
review to expedite and streamline review
process (with a hold harmless agreement)
On Going
Complete
Near
Train planners to take notes and memorialize
what was discussed and determined in project
review meetings. Applicants have had to send
confirmation emails to document what was
determined
3 months
Mid
Overhaul the pre-application: remove the 3-
step process, charge a fee to account for
processing time, codify or make it policy
6 months
Mid
Provide applicants one set of comments from
all departments to address, rather than sending
out piecemeal
6 months
In
Progress
Near Create express/instant permits for selected
development to streamline the process
Complete
Near
Create a visual flow chart of the review process
for applicants. Use if/then branching for ease of
understanding
1 month
Mid
Establish a system to clearly separate over the
counter permits from other entitlements
(Reports received that over-the-counter permits
are getting mixed up with others, causing
delays)
6 months
In
Progress
Near Create pre-approved ADU plans for the city 3 months In
Progress
Mid
Incentivize high performing staff with option for
remote work for plan reviews. Establish
benchmarks and metrics for tracking remote
plan review performance
6 months
Long
Hire a combination zoning plan checker to do
current planning work: zoning and planning
reviews and plan check
1 year
Long Evaluate city Historic Preservation group’s
review scope 1 year
Customer Service and Energov
TERM RECOMMENDED SOLUTIONS TIMELINE STATUS OWNER
Near Energov: Simplify the public user interface to
be more intuitive and user friendly Ongoing
In
Progress
– Routine
Updates
Near Energov: Place information checklist on
“Planning” tab 3 months
Near Energov: Send automatic status updates to
applicant
Already
exists –
to listed
contacts
Energov: Update terminology on plan status
by adding “on hold”, “incomplete”, “not been
routed”, “not under review” to clearly show
status in the review process
Already
exists
Energov: Create a user-friendly how-to guide
for applicants to understand Energov
Already
exists
Energov: Create customer user accounts for
both the applicant and the client
Already
exists
Long
Energov: Upgrade service level subscription
from Tyler Technology to gain more tech
support
Funding
would be
needed
Long
Energov: Add deadlines to applications and
application tasks so plan submissions do not
sit in perpetuity
1 year
Energov: Require more specific verbiage for
application submissions online for more
detail and description to benefit the staff
review. For example, “Add one 1-story
Accessory Dwelling Unit in backyard of
residence” rather than “Add ADU”
Already
exists
Mid
Energov: For enhanced security, limit access
and ability to modify applications to only the
required departments doing project reviews
6 months
In
progress
Mid
Energov: Form a superuser group to be
expert problem solvers for internal and
external users. See LA County DRP
9 months
Long Energov: Create a virtual team to assist the
public trying to submit online 1 year
Would
need
additional
positions
Energov: Allow applicants to upload
attachments one at a time and not require
one single document with all sheets at once.
Already
exists
To account for the completeness act
timeclock, add verbiage that says: “I
understand that by uploading this document
my project is not complete until all
documents required are submitted for
review.” Include a hold harmless statement
Energov: Auto send comments to applicant
so plan checker does not have to compile
and send manually like the current practice
Already
exists
Mid
Update the city website for Planning to
communicate a more realistic time for project
reviews and volume
6 months
In
Progress
Mid
Allow in person 20-30 minute appointments
at public counter for non-tech savvy
applicants
6 months
Mid Create formal ombudsman that can track
down difficult cases and assist in completion 6 months
Near
Offer simple satisfaction feedback surveys
for applicants and community members to
rate their experience at the Department
(using happy face emojis, short answers,
scale). Use the data to monitor and adjust
work as needed
1 month
Energov: Create a virtual visit to the public
counter to simulate if you were in person 6-9 months
Near
Create a publicly viewable organization chart
identifying planning and building staff by job
level, with contact information, to reduce
requests made to City Manager and
Councilmembers
1 month
Near
Leverage relationships with the city’s
business community to help communicate
planning initiatives and reach residents,
businesses, workers
3-6 months
Near
Create a minimum standard checklist for
community outreach and engagement
approaches. Include methods of
engagement, metrics (attendance, comments
received, etc)
1-3 months
Near
Require all staff emails to the public to have
a signature block with contact information so
applicant follow up, either staff email or
general email and phone numbers that are
answered
On Going
Complete
Mid
Provide a complimentary concierge computer
at the Department lobby to allow applicants
to submit there, seek in person technical
assistance, and ask questions of staff at the
public counter
6-9 months
Near Add client contact as a required contact for
applications 3 months In
progress
Code and Policy Changes
PRIORITY RECOMMENDED SOLUTIONS TIMELINE
Near
Create a streamlining ordinance identifying
eligible development and allowed processes
to expedite review
1 month
(first
phase)
In
Progress
Near Remove design review for like for like stucco
replacement and roof permits 3 months
Near Create policy to track and prioritize projects to
standardize productivity outputs
3-6
months
Near
Establish a process, form, policy, or
confirmation that a project is locked into SB
330 provisions and modify the pre-application
process
6 months
Mid
Align development standards for mass, FAR,
minimum units, etc to achieve realistic and
maximum development potential
1 Year
In
Progress
Mid Consider removing minimum unit size for
multi-family residential units 9 months
Long
Change parking requirements to be in line
with current state requirements and Council
priorities.
2 years
Long Study duplex/triplex in single-family zones 2 years Mid Study eliminating dwelling unit per acre
measurement in favor of floor area ratio. 1 year
Near Eliminate single family modifications/additions
triggering the need for additional parking. 1 month In
Progress
Mid Change material requirements for fences and
walls to eliminate design review. 1 year
Long
Study allowing for more changes to
properties that are historic or in historic
district
2 years
Mid Eliminate basements from FAR calculation 1 year
Mid Change pool permit review process to not
include Planning 1 year Complete
Mid
Create a defined timeline for appeal process
that provides a maximum amount of time to
be presented before Council
1 year
Mid Change DRB scope to only 50% +1 1 year
Mid Simplify the windows permitting process 1 year
Mid All front doors are reviewed by staff. 1 year
Mid No longer require decks to go to Design
Review Board 1 year
Mid
Study a potential amnesty program for
unpermitted work, including guidance to
rectify and impacts to other proposed forms
of work.
1 year
Near Eliminate EIR RFP process, and have three
firms on call for services. 6 months
Near Eliminate ADU covenant requirement 6 months
Near
Modify the code so that stair and elevator
overruns do not count against building height
and consider how it is calculated against FAR
1 year
Near Modify parking space counts to include EV
parking spaces. 1 year
Mid Consider changes to A frame and banner
signs 1 year
Near Backflow review authority 6 months
Near Simplify the threshold for geotech and soils
reports. 6 months Complete
Mid
Signs and replacement signs to allow for
change in copy for non-conforming signs
without applying for a variance.
1 year
Mid Study modifying the retail requirement along
Brand. 6 months
Mid
Create templates for standard affidavits-
covenants and agreements (e.g. lot tie,
easement, community driveway, maintenance
of building, etc…)
6 months
Near Approve Standard ADU plans 9 months
Near
Streamline Office/Retail simple TI plan check
and permitting process by creating Virtual
OTC plan check service and requesting Fire
Department approval only for projects that
require Fire permits.
6 months
Near Streamline rooftop equipment permits: Train
permit techs on the provisions of 30.30.010.
9 months