1 Development Services Process
Improvements and Dashboard Status Report
Planning, Building and Code Enforcement
Customer Service Charter
Community and Economic Development Committee
September 23, 2024
Item (d1)
Chris Burton, Director, Department of Planning, Building & Code Enforcement Alex Powell, Chief of Staff, Department of Planning, Building & Code Enforcement Planning, Building and Code Enforcement
PBCE Customer Service Charter Dashboards
2 Access to All
Individual
Dashboards
State of Development in San José
Planning, Building and Code Enforcement
• Development Pipeline
Narrows
• Reduction of Scale of
Projects
• Managing Development
Services
3 Planning Performance Update
4 Increased Goal Target
from 80% to 90% for
45-day Letters
1. 30/45 Day Letters Stabilizing
2. Projects per Planners Increasing,
Project Scale Isn’t
3. Review Cycles Improving
Dramatically
What’s Next
Institutional Knowledge
Measuring Project Workload
Building Performance Update
5 2023 Summer
Surge
1. Missed the Inspection Summer
Surge
2. Application Processing: Days
& Pending Intake
3. Permit Issuance: Days &
Pending Issuance
Building – Time to Permit Intake
6 OLD
PBCE Customer Service Charter “Index”
Planning, Building and Code Enforcement
What is the Customer Service
Charter Index?
o Metric for assessing
performance in relation to goals
o Index Interpretation:
• General Rules
o 1.1 = 10% above goal
o 0.9 = 10% below goal
o Not all measures are evaluated the
same way
o Interpretation of measure depends
on the type of measure
Under Goal Goal Met Goal
Exceeded
7 Consolidating Dashboards
8 • Combine dashboards that
compliment each other
and tell a deeper story
• Reduces the total number
of dashboards
• Permit Issuance: Days &
Pending Issuance
• Combine dashboards that
compliment each other
and tell a deeper story
• Reduces the total number
of dashboards
• Permit Issuance: Days &
Pending Issuance
Customer Centric Dashboard
9 • Focus on time (days)
• Brings key measures to
where customers are
already visiting
• Answers question: “How
long will the City take on
my permit application?”
Timeline Slicer
10 • Change the timeframe the
graph depicts in the
dashboards
Development Facilitation
11 • Development Facilitation Officer & Housing Navigator • Supports key projects through all stages of entitlement and permitting
• Typical responsibilities
Pre-Application Support
Project and Process Scoping
Issue Escalation & Coordination
Communication/Point of Contact
Project Timeline Development
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
6a Evaluate Existing Pathways
For Feedback
6c Evaluate Citation of
Regulations in Comment
Letters
5 Assess Cost Implications of
Regulatory Framework
6b Evaluate Multiple Round of
Review Process
Improvements
6d Staff Capacity for Studies
6e Simplify Regulatory
Framework
6f Plan Review Phone Support
Previously Completed Recently Completed Up Next
11/1/23 Rules Memo: #4 Customer Feedback
Planning, Building and Code Enforcement 13
#4 Results from Customer Survey
Compile results from the Development Services Customer Survey and either provide information regarding survey results on the PBCE Customer Service Charter website or in periodic reports to CED. To the extent feasible, include input received through channels or venues other than the Customer Survey as well.
Feedback
Form
Feedback
Results
11/1/23 Rules Memo: #3 & #6b Solicit Input
Planning, Building and Code Enforcement 14
#3 Solicit Input from Development Community
Continue to solicit input from the development community and other relevant stakeholders regarding potential improvements to the City of San José Development Services Customer Survey.
#6b Evaluate Existing Pathways for Feedback
The effectiveness of existing pathways for the development community to provide constructive feedback to the City (for instance, the Developers and Construction Roundtable and any successor forum). • June 27, 2024 – Customer Journey Exercise
with Developer Roundtable
• 16 Key Themes Identified
• July 25, 2024 – Deeper Dive Into Three Key
Themes:
1. Collaboration
2. Responsiveness
3. Interactive Communication
• Will continue to review themes and
improvements
11/1/23 Rules Memo: #6c Planning Citations of Regulations Planning, Building and Code Enforcement 15
#6c Planning Citations of Regulations
Consistency in the citation of specific, approved regulations in comment letters during project review. Additionally, identify regulations that could be interpreted subjectively and/or regulations or guidelines that may not be strictly enforceable. 1 2
3 4
5 16
Development Services Process
Improvements and Dashboard Status Report
Planning, Building and Code Enforcement
Customer Service Charter
Community and Economic Development Committee
September 23, 2024
Item (d1)
Chris Burton, Director, Department of Planning, Building & Code Enforcement Alex Powell, Chief of Staff, Department of Planning, Building & Code Enforcement Planning, Building and Code Enforcement