1 Development Services Process
Improvements and Dashboard Status Report
PBCE Customer Service Charter
Community and Economic Development Committee
March 25, 2024
Item (d)3
Chris Burton, Director, Department of Planning, Building, and Code Enforcement (PBCE) Alex Powell, Chief of Staff, PBCE
Lisa Joiner, Building Deputy Director, PBCE
Planning, Building and Code Enforcement
State of Development in San José
Planning, Building and Code Enforcement
• Development
Uncertainty
• Permit Applications
• Development
Services Response $-
$200
$400
$600
$800
$1,000
$1,200
$1,400
18-19 19-20 20-21 21-22 22-23 23-24 24-25 25-26 26-27 27-28 28-29 In Millions
Fiscal Years
Construction Valuation
Residential Total Value Commercial Total Value Industrial Total Value 2 Customer Service Charter
Planning, Building and Code Enforcement 3
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.
PBCE Customer Service Charter Dashboards
4 Access to All
Individual
Dashboards
Customer Service Charter Dashboard
– Improvements
Planning, Building and Code Enforcement
5 Changes to the CSC to tell a more complete and clearer story. 1 Historic Disruptions
2 Combined 3 Design
Improvements
4 New Plan
Review
Walk In Customers Served Violations Closed per Month
Customer Service Charter Dashboard – Improvements
Planning, Building and Code Enforcement 6
Changes to the CSC to tell a more complete and clearer story. 1 Historic
Disruptions
2 Combined
3 Design
Improvements
4 New Plan
Review Added Additions/Alterations to the Single-Family Residential New Construction Dashboard to show both measures in one place.
Time for 1st Comments Sent
– Residential
Customer Service Charter Dashboard – Improvements
Planning, Building and Code Enforcement 7
Changes to the CSC to tell a more complete and clearer story. 1 Historic
Disruptions
2 Combined
3 Design
Improvements
4 New Plan
Review Aggregated the Building Call Center by average wait time and time processing their call for a complete picture of the customer experience.
Average Call Duration
Customer Service Charter Dashboard – Improvements
Planning, Building and Code Enforcement 8
Changes to the CSC to tell a more complete and clearer story. 1 Historic
Disruptions
2 Combined
3 Design
Improvements
4 New Plan
Review Number of Project Applications Per Project Manager Customer Service Charter Dashboard – Improvements
Planning, Building and Code Enforcement 9
Changes to the CSC to tell a more complete and clearer story. 1 Historic
Disruptions
2 Combined
3 Design
Improvements
4 New Plan
Review Average Review Cycles for Completed Projects
Electronic Plan Review (SJePlans) & SJPermits Self-Start Planning, Building and Code Enforcement 10
Most Building permit plan review applications now started on SJPermits.org with customers uploading their files to SJePlans.
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
Implementation has:
• Reduced time for permit intake (25 days to 4 days)
• Streamlined plan coordination between applicants & departments • Given applicants better insights into their place in the application/review process
Launched
Oct 2023!
Building Permit Center – New Measures
Planning, Building and Code Enforcement 11
Due to new process improvement, old measures were removed, and new ones created.
Old Measures Removed (1) Time to Next Appointment, (2) Total Appointments Scheduled, (3) Appointments Held With Customers Applications Processed
How many Building permit application are accepted by
the Permit Center
Time to Issue Resolution
Tracking how quickly customer questions are
resolved.
Link Link
Nov 1, 2023 – Rules Committee Direction
Planning, Building and Code Enforcement 12
1 Expansion of Improvements
Initiatives
1a Populating Improvement
Initiatives
2 Incorporate Audit
Recommendations In
Dashboards
3 Solicit Input from
Development Community
4 Results from Customer
Survey
6b Evaluate Multiple Round of
Review Process
Improvements
6c Evaluate Citation of
Regulations in Comment
Letters
6f Plan Review Phone Support
5 Assess Cost Implications of
Regulatory Framework
6a Evaluate Existing Pathways
For Feedback
6d Staff Capacity for Studies
6e Simplify Regulatory
Framework
Completed In Progress Up Next
Improvement Initiatives
Planning, Building and Code Enforcement 13
Filter by Status and
Initiative Type
Audit
Recommendations
14 Development Services Process
Improvements and Dashboard Status Report
PBCE Customer Service Charter
Community and Economic Development Committee
March 25, 2024
Item (d)3
Chris Burton, Director, Department of Planning, Building, and Code Enforcement (PBCE) Alex Powell, Chief of Staff, PBCE
Lisa Joiner, Building Deputy Director, PBCE
Planning, Building and Code Enforcement