1 Development Services Process Improvements
and Dashboard Status Report
Department of Planning, Building & Code Enforcement (PBCE) Customer Service Charter
Community and Economic Development Committee
February 27, 2023 – Item (d)2
Chris Burton, Director, PBCE
Robert Manford, Deputy Director, Planning Division, PBCE Lisa Joiner, Deputy Director, Building Division, PBCE
Rachel Roberts, Deputy Director, Code Enforcement Division, PBCE Planning, Building and Code Enforcement
PBCE Process Overview
2 Intake Plan Review Issuance Inspection
Building Project with Plan Review
Intake Plan & Environmental Review Public Hearing
Planning Discretionary Entitlements
Applicant Schedules
Appointments
~1.5 month wait
Review, Revision and Prepared for Public Hearing
~6 months – 3 years
Director’s Hearing, Planning
Commission and/or City Council
2 weeks – 2 months
General Questions
Applicant Schedules
Appointments
1-2 months wait
Plan Review
Backlog
2-3 months
Intake Appointment,
Intake Follow-ups
90 minutes – 2 Weeks
Plan Review and
Revisions
2-3 weeks
Issuance Backlog
2 week – 1 month
wait
Permit Issued, Final
Payment, Final Conditions
90 minutes – 2 Weeks
Prior to submitting
permit, customers ask
questions, find
contractors and develop
building plans.
Key
City Admin Time
Issued
Date Intake
Date
Issued Date
Intake
Date
Each Revisions
2-week backlog, 2–3-week
review
Planning, Building and Code Enforcement
Customer Revision
Code Enforcement General Code Routine Complaints/Cases
Complaint
Received Initial Inspection Enforcement and Remediation Case Close Out Complaining Party
Submits Complaint
Routine Inspection
Backlog
2 weeks – 4 weeks
Case Backlog for Assignment
and Initial Enforcement
TIME TBD
Customer Work
Finaled
Date Construction and
Inspection
Case Created Case Closed
Inspector follows up with case for resolution.
Responsible party resolves issue.
TIME TBD
Customer Service Charter
Planning, Building and Code Enforcement 3
Customer Service Charter
Department-wide written commitment to provide
excellent customer service.
Vision
PBCE has a public Charter that details the services, metrics, and resources that actively guides all staff in PBCE in the ongoing pursuit to provide excellent customer service.
Purpose
The Charter should help organize department’s goals to make informed management decisions to make meaningful strides towards our goal to be an excellent public service organization.
Commitments: Customer Service Charter
4 Commitment to
Response
Time
Commitment to
Action
Work Product
Commitment to
Benchmark & Improve
Goals & Metrics
Commitment to
Transparency
Public
Commitments
This charter establishes the Department's aspiration to work towards four key commitments:
Operations
5 Public
Information
Support
Development
Review
Environmental
Review
Citywide
Planning
Call Center
Permit Center
Plan Review
Inspection
General Code
Multiple
Housing
Planning
Future
Building
Present
Code Enforcement
Past
Examples
Complete Measures, Standards and Benchmark
Planning, Building and Code Enforcement 6
Service Measure Measure
Type Metric Standard Benchmark
Building
Inspection Inspection Counts Activity 402 Counts 400 Counts / Week 2019- 475 Avg
2020 - 450 Avg
2021 - 420 Avg
1. Activity: Level of output for this service.
2. Productivity: How well we’re preforming the
service with resources available.
3. Outcome: Service’s measurable impact on
customer or City.
Building
Inspection Inspection Utilization Productivity 98%Utilization 98% Utilization 2019- 98%
2020 - 83%
2021 - 97%
Building
Inspection
Inspection
Available w/in
48 hours
Outcome
85%
Available in
48 hrs
85%
Available
2019- 75%
2020 - 92%
2021 - 90%
Measure Type
CSC Measure Organization
7 Division
Teams
PBCE
Dashboard
• High Level Overview of
Department Operations
Measures
Dashboard
• Division Teams Description
• Measure Descriptions
Dashboard:
• Individual measure of a single
service
• Measure Descriptions
• Measure Data
PBCE Customer Service Charter Dashboards
8 Access to All
Individual
Dashboards
Operations: Divisions and Teams
9 Public
Information
Support
Development
Review
Environmental
Review
Citywide
Planning
Call Center
Permit Center
Plan Review
Inspection
General Code
Multiple
Housing
Planning
Future
Building
Present
Code Enforcement
Past
Operations – Planning Teams
10 Planning Permit
Center
Public Inquiries Received Conformance Review Referrals
Public Inquiries Answered Conformance Review Processed
New Applications Submitted Conformance Reviews Completed Application Completed Conformance Reviews On-Time
Development
Review
Permit Appointment Availability Comment Letter Issued within 45-Days Comment Letter Issued within 30 Days
Environmental
Review
Number of Admin Drafts Reviews
Completed
Major Environmental Documents
Approved
Percent of Admin Drafts Completed on
Time
Average Review Time for Major
Environment Documents
Citywide
Planning Citywide Planning Project Dashboard
Planning
Future
Building
Present
Code Enforcement
Past
Team Measures
Example Dashboard: Planning 30-Day Letters
11 Planning
30-Day
Letter
Dashboard
Link
Operations – Building Teams
12 Call
Center
Total Calls Answered Hang Up Percent
Average Call Duration
Permit
Center
Permits Issued by Staff Manual Intakes
Permits Issued on SJPermits Appointments Held with Customers Total Permits Issued Time to Next Appointment Available Total Appointment Scheduled
Plan
Review
Time from Application Received to 1st Comments –
Single-Family Add/Alt
Time from application received to 1st
comments sent (SFR New)
Number of New Projects with Overdue Project Cycles Time from application received to 1st comments sent (CI/TI)
Number of Projects in Queue – New Projects
Inspection Inspection Counts Next Available Inspection Date Inspection Utilization
Planning
Future
Building
Present
Code Enforcement
Past
Team Measures
Example Dashboard: Building Inspections
13 Building
Inspection
Dashboard
Link
Operations – Code Enforcement Teams
14 General Code
Emergency Inspection within Target Number of New Code Cases Priority Inspections within Target Number of Closed Cases Routine Inspections within Target Total Active Cases
Residential
Occupancy
Program
Number of Buildings Inspected Violations Closed per Month Number of Units Inspected
Planning
Future
Building
Present
Code Enforcement
Past
Team Measures
Example Dashboard: Code Priority Inspections
15 Priority
Inspections
Dashboard
Link
Customer Service Charter Cohesion
16 Individual
Measure
Dashboards
43 • Summary of measure
• Measure target/goal
• Benchmark historic
performance
Improvement
Initiatives
• List of initiatives to improve
measures
• Identifies which measures
impacted by initiative
15+
Division & Team
Dashboards
• Measures grouped by Division
and Team
• Staffing levels by operation
13 PBCE Process and CSC Measures
Intake Plan Review Issuance Inspection
Building Project with Plan Review
Intake Plan & Environmental Review Public Hearing
Planning Discretionary Entitlements
General Questions
Key
City Admin Time
Planning, Building and Code Enforcement
Customer Revision
Code Enforcement General Code Routine Complaints/Cases
Complaint
Received Initial Inspection Enforcement and Remediation Case Close Out Customer Work
Public Inquiries
(1) Received and
(2) Answered
Permit
Appointment
Availability
(1) 30-Day Letter
(2) 45-Day Letter
Admin Drafts
Reviews Completed
% of Env reviews
completed on-target
Average Days for
Major Env Docs
Major Env Docs
Approved
(1) Total Calls
Answered
(2) Average Call
Duration
(3) Hang-up Percent
(1) Total Appts
Scheduled
(2) Time to Next
Available Appt
Manual Intakes
Number of Projects
in Queue
Time from
application received
to 1st Comments (1)
SFR Add/Alt, (2)
SRF New, (3) CI/TI
# of projects
with overdue
project cycles
(1) Permits
Issued by Staff
(2) Permits
Issued on
SJPermits
Next Available
Inspection
Inspection
Counts
Inspection
Utilization
New Cases Investigate w/in target
time (1) Emergency,
(2) Priority, (3)
Routine
Total Active
Caseload Cases Closed
What’s Next for Customer Service Charter Measures
18 Level Up Analysis
Deepen Existing Measures
New Reports
Create Inter-Team/Divisional Measures
Implement and Measure Initiatives
19 Development Services Process Improvements
and Dashboard Status Report
Department of Planning, Building & Code Enforcement (PBCE) Customer Service Charter
Community and Economic Development Committee
February 27, 2023 – Item (d)2
Chris Burton, Director, PBCE
Robert Manford, Deputy Director, Planning Division, PBCE Lisa Joiner, Deputy Director, Building Division, PBCE
Rachel Roberts, Deputy Director, Code Enforcement Division, PBCE Planning, Building and Code Enforcement