1 Development Services Process
Improvements and Dashboard
Status Report
PBCE Customer Service Charter
Community and Economic Development Committee
March 25, 2025, Item (d)3
Department of Planning, Building, and Code Enforcement
Chris Burton, Director
Sylvia Do, Planning Division Manager
Alex Powell, Chief of Staff
Planning, Building and Code Enforcement
PBCE Customer Service Charter Dashboards
2 Access to All
Individual
Dashboards
PBCE Customer Service Charter Dashboards
3 PBCE
Housing
Production
Dashboard
Permit Fee Estimator
Planning, Building and Code Enforcement
Phase 1
Launched
Sept 2024
• New ADU Construction
• New Single-Family Residential
Phase 2
Launched
Dec 2024
Commercial Tenant Improvements
Restaurant, Retail, Office, etc. space retrofit
Future Phases:
• Phase 3 – New Multifamily Construction (Spring 2025)
• Phase 4 – Single-Family Addition/Alteration
Strategic Design
Simple questions
Comparable permits
Finds most recent examples
4 Nov 1, 2023 – Rules Committee Direction
Planning, Building and Code Enforcement 5
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
6b Evaluate Multiple Round of
Review Process
Improvements
6f Plan Review Phone Support
5 Assess Cost Implications of
Regulatory Framework
6d Staff Capacity for Studies
6e Simplify Regulatory
Framework
Previously Completed Recently Completed Up Next
Nov 1, 2023 – Rules Committee Direction (6b & 6c)
Planning, Building and Code Enforcement 6
#6b Evaluate Multiple Round of Review Process Improvements Potential process improvements that could reduce the need for multiple rounds of review.
Planning Development Review
Reasons for Multiple Rounds Potential Improvements
Incomplete Submittals Consolidate information
on website
Poor quality plan sets Applicant Comment
Meetings
Significant Design Changes N/A
Additional Comments Found
After First Round
Staff Training and
Development
Complex Projects Project Schedules
#6c – Plan Review Phone Support
Comment letters and markup
drawings are the primary
communication method
Additional conference call
support could add 1-3
hours to each project
Focus on scheduling
meetings for projects
reaching 3rd review cycle
CSC Improvements- Staffing Indicators (1 of 2)
Planning, Building and Code Enforcement 7
CSC Improvements- Customer Centric Metrics (2 of 2)
Planning, Building and Code Enforcement
Days to Next Building
Inspection Days to Response
8 Development Services and Economic Shift – Planning
Planning, Building and Code Enforcement
New
Conformance
Reviews
New
Administrative
Admin
Planning
Applications
8%
7%
Pre-Screen
Appointments
Prioritize Building
Conformance
Reviews
Impact Fee Revenue
Planning Permit
Center Key Trends
9 Development Services and Economic Shift – Building Permits Planning, Building and Code Enforcement
Building
Applications
Processed
Building Permits
Issued
6%
11%
10 11
Development Services Process
Improvements and Dashboard
Semi-Annual Status Report
PBCE Customer Service Charter
Community and Economic Development Committee
March 25, 2025, Item (d)3
Department of Planning, Building, and Code Enforcement
Chris Burton, Director
Sylvia Do, Planning Division Manager
Alex Powell, Chief of Staff
Planning, Building and Code Enforcement