Community & Economic Development Committee (ced)
February 27, 2023

Attachment B: PBCE Customer Service Dashboard Measures
Division Team Measure/Dashboard
PBCE
Main Dashboard PCBE CSC Dashboard
Initiatives Improvement Initiatives
Building
Building Building CSC Dashboard
Call Center
Total Calls Answered Per Month
Average Call Duration
Hang Up Percent
Inspection
Inspection Counts
Inspection Utilization
Next Available inspection
Plan Review
Number of projects in queue (New submittals)
Number of projects with overdue project cycles
Time from application received to 1st Comments sent (SFR Add/Alt) Time from application received to 1st comments sent (SRF New) Time from application received to 1st comments sent (CI/TI) Permit Center
Permits Issued by Staff
Permits Issued on SJPermits
Total Permits Issued
Total Appointments Scheduled
Appointments Held with Customers
Manual Intakes
Time to next available appt
Planning
Permit Center
Public Inquiries received (emails)
Inquiries Answered (emails)
New Applications Submitted
Applications Completed
Building Permit Conformance Review Referrals
Building Permit Conformance Review processed
Building Permit Conformance Reviews Completed
Building Permit Conformance Reviews Completed on Time
Development Review
Permit Appointment Availability
Development Review initial comment letters sent within 30 days Development Review initial comment letters sent within 45 days Environmental
Number of Administrative Draft Reviews Completed
Percentage of Administrative Draft Reviews Completed per Target Review Times
Major Environmental Documents Approved
Average Review Times for Major Environmental Review Documents Citywide Citywide Project Dashboard
Code
Enforcement
General Code
Investigate within target response time - Emergency
Investigate within target response time - Priority
Investigate within target response time - Routine
New Cases
Closed Cases
Total Active Caseload
Multiple Housing /
Residential Occupancy
Program
Number of Buildings Inspected
Number of units inspected per month
Violations closed per month