1 Audit Committee
Meeting
Baker Tilly Audit
Building Permitting Process
Item #2 RTC 25-687
June 12, 2025
1 Introductions
• Afshan Hamid: Community Development Director
• Armand Lobao: Building Official
• David Tran: Assistant Building Official
2 6/12/25 Item #2
2 Primary Objective
1. Assess whether internal controls in the permitting process are effectively designed and implemented to ensure compliance with City Code and relevant regulations.
2. Evaluate whether the permit process is efficient and responsive, with mechanisms in place to ensure timely customer service.
3. Determine if billing and collections of permit
fees and fines are properly
managed to
uphold financial accountability
3 Agenda
4 Overview
Key Internal Improvements
1. Policies & Procedures
2. Timeliness of Permit Process
3. Permit Fees
4. Performance Monitoring & Process Improvement
Raftelis Organizational Assessment
Next Steps
3 Overview:
• Audit initiated in Fall 2023 by the City
• Staff acknowledged existing gaps in the process and actively implementing improvements
• Significant transitions:
– Pandemic
– Staff transitions: Retirements and Staff Turnover
– New Staff: City Manager, CD Director, promotion of Building Official 5 Council Priority
UNDERWAY
Top Priority initiatives which have already started in the planning phases or underway.
18. Streamline
and Improve City permitting process for
increased clarity
and to fix inconsistencies for residents
and businesses (Underw
ay)
6 6
4 Overview: Department Overview
• 3 Divisions and one group: Planning, Building, Housing & Community Services and
Technology & Innovation group.
• Overall 79 FTE and Building Division is 52 FTE
• Structure of Building Division:
– Building Official and Assistant Building Official
– Permit Tech and Administrative Staff
– Permit Review and Inspections
7 Overview: Permit Review Partners
• CDD: Planning and Housing & Community Services
• Fire Department
• Public Works (Traffic Division, Stormwater, Solid Waste) • Silicon Valley Power
• Water & Sewer
– Environmental FOG
• Parks & Recreation
• Santa Clara Unified School District
• Santa Clara County Environmental Health
8 5
Overview: Tech & Innovation
• 2018: Accela Civic Platform, Accela Citizen Access, True Point Solutions • 2021: Fully digital permitting process
• 2022: Management Analyst hired to lead technology
• 2023: Added a Web content team
• August 2023: Innovation Group to support:
– CDD wide communications
– New Technology Platforms
– Support all CDD
9 • Staff collaborated transparently-documentation, identifyin g g
aps, contributing to frontline insights
• Prior to release of audit, staff began addressing co ncerns, e
xamining internal systems, resource alloca tion, and
ca
pacity
• Improvements in department have commenced
Audit Response
&
Commitment
10 10
6 Building Division
11 11
2021 2022 2023 2024 2025
Accela Civic Platform Conduct Outreach
• Improved Plan Review
timelines for 4,6,10 weeks in
first plan review. Subsequent
reviews are at 50% of timelines
• (finding 2)
Standing Hours
• Received grant to
implement SolarApp+
• Adopted the first Santa
Clara Reach Code
• Initial internal staffing
assessment for Admin,
Permit Techs and Plan
Reviewers
• Launched August 2021
• All development review
workflows are
streamlined and in the
system.
Reporting &
Monitoring
• Monthly reports since July 2024
• Weekly Report of all stakeholders in
BD process
• (finding 4)
Submittal Handouts for
various projects
• ADUs, Single-family, Duplex,
Multi-family, Mixed-Use
• Guides for applicable codes,
regulations, local ordinances and
resolutions
• (finding 2)
• Active Review Task/Workflow)
• Shows active review tasks for all
reviewers and consultants
• (finding 2)
• Expand presence of all City
Departments within Permit
Center
• (finding 2)
Website Improvements
• FAQ/Info Flowchart, What to
Expect
• (finding 1)
Small Businesses
• Targeted InfoInternal Coordination
• Reoccurring meeting to discuss
applications and next steps Major Pipeline Projects
• Dedicated inhouse staff
• (finding 2)
Simple Permits
• Improved to 1-2 days with 70%
permits issued same day
• Over the Counter
• (finding 2)
Solar App+
• Automate plan checks with
instant permits
• (finding 2)
Permitting
Staffing
Building Division Progress Overtime & Findings
Plan Check Dashboard
Pre-Approved ADU
Program
13 12
7 2025/26 26/27 223
Plan Review Timelines
• Integrate permit system
with GIS and SolarAPP
• Budget approved staffing
• Coordinating with internal
stakeholders
• All development review
workflows are
streamlined and in the
system.
Future Workplan
Staffing
Building Division Progress Roadmap
Comprehensive Policies
& Procedures
• Detailed permit fees
Accela Portal (POP)
• Integration and Access
• GWIZ
Multi-year
Dedicated One Stop
Shop
14 13
Gaps & Opportunities for Improvement
15 14
8 • Comprehensive formal policies and procedures—FY 2025- 2026
• Actively monitor permitting process w/metrics—FY 2025- 2028
• Adequate testing of fee calculations—FY 2025-2026
• Customer feedback—2025-2027
• Dedicated One Stop Shop—2025-20 28
Strategic Goals
16 15
Technology &
Innovation
Group
17 16
9 2018 2021 2022 2023 2024
Purchased Customer survey
• Avg. customer satisfaction:
6 /10
ProcurementLaunched in August! Research and planning
• Customers can submit permit
applications online.
• Fully digital, no more paper
plans or documents.
• All reviewing departments in
system; streamlined
workflow
.
• Accela Citizen Access (public
portal)
• Accela Civic Platform
(permitting system)
• TruePoint Solutions, technical
implementation services
Simple Permits
• Launched automated building
permit issuance for small
residential projects.
SolarAPP+
• Launched automated residential
solar & energy storage permits.
• Received several product demos
from multiple vendors and
received internal feedback from
departments.
• Truepoint, Gwiz product and
design services for portal refresh
SolarAPP+ Revisions
• Launched automated revisions
process for SolarAPP+ permits.
• Internal issue tracker
created - 101 items
identified
• Issue tracker: 120 items
identified
• Issue tracker: 111 items
identified
• Issue tracker: 67 items
identified
Accela Knowledge Base
• Launched the Accela Knowledge
Base with 50+ self-help articles
with videos and screenshots.
Qmatic
• Launched new queing and
appointment booking app for
Permit Center
Zoning Clearance
• Streamlined Planning application
for administrative approvals.
→ Improve the permitting
website
Technology & Innovation Group Progress & Findings 1 & 2 18 17
2025
Phase 1 - Improve POP
• Refreshed Permitting
Online Portal expected
late-Summer 2025.
• Issue tracker: 17 items
identified year to date
• Launch guided,
interactive permit tree
for customers
• Project management
support RFP, Inspections
technology RFP
• Internal discussions and
small-scale AI exploration
• Accela contract renewal,
RTC
Inspections Tech RFP
Contract Renewal
Research AI use cases
2026
Phase 2 - Improve POP
• Migrate to the new
Accela CMS for online
applications.
• Rollout new inspections
tech and streamline
process
Inspections
• Analyze market offerings
and insights
AI-Driven Solutions RFI
• AI-powered call center
tool for Permit Center
Call Center SaaS RFP
• Integrate MySantaClara
with permitting system
311 & Accela Integration
2027
Call Center SaaS
• Implement AI-powered
call center software
• Develop pilot projects
and targeted RFPs
AI Pilot Projects
• Simplifying permit
requirements for applicants.
Pre-Application Permit
Discovery Tool
Centralized Knowledge
Management Platform
• Implement a unified hub for
process documentation.
2028
Planning for EPS
• Begin the planning and
coordination of an assessment for
the enterprise permitting system.
• Implement additional AI
tools and integrations.
Expanded AI Projects
• Develop a CDD roadmap
for technology
5-Year Technology
Roadmap
Technology & Innovation Group 3 year Roadmap Findings 1,2,3,4 • Digital Fee payment on website
19 18
10 • Digital permit center
• Apply for permits via
• P
ermitting Online Portal
• Schedule an appointment
• Contact Information
Website Improvements
20 19
• Website content audit
• Improving customer interface
• Accuracy of content
• Accessibility of content
Website Improvements
21 20
11 • Recently launched 6/6/25
• On-line payments
• Wire transfer
• Improves customer experience
through website
Website Improvements
22 21
The CDD Technology Project Manager and the
CDD Web Content Team are responsible for 41
near-term deliverables on behalf of several
project drivers ranging from findings in the Baker
Tilly Audit, to City Council Priorities, ongoing
operations and existing projects.
DELIVERABLES
NEAR TERM
23 22
12 87.6% gave a 5/5 when asked to rate their Permit Center experience.
86.1% gave a 5/5 when asked to rate the wait times.
90% gave a 5/5 when asked to rate their satisfaction with the staff member they worked with.
87.1% say the Department were able to resolve their issue.
Qmatic program
July 1, 2024
to
March 26, 2025
24 23
Building Permitting
Process
Raftelis Organizational Assessment
Launched in February 2025
Interviews conducted March/April 2025
Comprehensive review of operations and functions
with staffing capacity
25 13
Building Permitting
Process
Questions and Feedback
26