1 Development Services Process
Improvements and Dashboard Status Report
Department of Planning, Building, and Code Enforcement
(PBCE) Customer Service Charter
Community and Economic Development Committee
Item (d)2
August 28, 2023
Chris Burton, PBCE Director
Lisa Joiner, Deputy Director
Rachel Roberts, Deputy Director
Sylvia Do, Division Manager
John Tu, Division Manager
Planning, Building and Code Enforcement
Customer Service Charter
Planning, Building and Code Enforcement 2
Customer Service Charter
Website
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.
Operations
3 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
State of Development in San José
Planning, Building and Code Enforcement
• Application Volume
• Application Type Shift
• Economic Shifts
• Outlook
Vacancy Dashboard
Planning, Building and Code Enforcement 5
PBCE Vacancy Dashboard
Updated Weekly
Recruitment Activities
Recruiter Tracker
Initial Probation
Checklist
Centralization of
Building Recruitments
Vacancy Approach
Planning, Building and Code Enforcement 6
Initiative Description
Policy and Procedure
Hub
Single source of Department operating policies and procedures organized with a governance process to ensure these polices are approved and updated periodically.
New Employee
Survey
All new employees are sent a survey to evaluate their
onboarding experience and if they received all the training and equipment necessary to be successful with their jobs.
Exit Interviews
All staff who voluntary separate from the Department are invited to an exit interview to learn from their experiences and obtain ideas about.
Planning Fellowship
Special program with San José State University for Fellows to complete practical and real implementation work in the
Planning Division.
New Items: (1) Goal Description & (2) Historic Disruption Planning, Building and Code Enforcement 7
Building Inspection Dashboard
(2) Historic Disruption
Provides details on why there
have been fluctuations to the
measure over time.
(1) Goal Description
Provides explanation on why
the goal for this measure was
selected.
Code Multiple Housing: Buildings Inspected
Planning, Building and Code Enforcement 8
Code Enforcement Multiple Housing Buildings Inspected Dashboard Code Multiple Housing: Units Inspected
Planning, Building and Code Enforcement 9
Code Enforcement Multiple Housing Units Inspected Dashboard Code Multiple Housing: Violations Closed
Planning, Building and Code Enforcement 10
Code Enforcement Multiple Housing Violations Closed Dashboard Building: Number of New Projects Overdue
Planning, Building and Code Enforcement 11
Building Overdue New Projects Dashboard
Planning: (1) Conformance Review
Planning, Building and Code Enforcement 12
Planning Conformance Reviews Completed Dashboard
Planning: (2) 45-Day Letter
Planning, Building and Code Enforcement 13
45-Day Letter Dashboard
Best Prepared Designer Program
Planning, Building and Code Enforcement 14
The Best Prepared Designer (BPD) program enables fast permit issuance on eligible projects by allowing professionals who enroll in the program to defer the Building Division’s standard plan review process for faster permit issuance.
Permit Issued in as few as 3-5 days
Applicant Eligibility:
Architects or engineers w/three (3) years of
Experience
Certified Access Specialists
Unlicensed designers with three (3) years of
experience and completed training
Project Eligibility
Single Family: <500 sq. ft. addition, patio
cover, remodels, skylights, foundation repairs
Commercial: Cell sites, ADA upgrades, gas
station pump swaps, wall-mounted signs
First Training for
Unlicensed
Designers
August 24, 2023
Over 150 Registered
Attendees
Electronic Plan Review (SJePlans) & SJPermits Self-Start Planning, Building and Code Enforcement 15
Starting this Fall, most Building permit applications will start online with customers uploading their files to SJePlans for electronic plan review.
Appointment
Reservation
(1) Start
Application Online
(2) Book an Intake
Appointment (3) Upload Plans (4) Intake Review and Fees (5) Plan Review,
Resubmittal &
Plan Approval
Permit
Intake Appt
Improvement will:
• Save time for permit intake
• Streamline plan coordination between applicants & departments • Give applicants better insights to the application process PBCE Customer Service Charter Dashboards
16 Access to All
Individual
Dashboards
17 Development Services Process
Improvements and Dashboard Status Report
Department of Planning, Building, and Code Enforcement
(PBCE) Customer Service Charter
Community and Economic Development Committee
Item (d)2
August 28, 2023
Chris Burton, PBCE Director
Lisa Joiner, Deputy Director
Rachel Roberts, Deputy Director
Sylvia Do, Division Manager
John Tu, Division Manager
Planning, Building and Code Enforcement