Development Services Review. Final Report. Zucker July 2016

Approvals 94% of applicants had their projects approved.

Specific Positive Responses Questions 16 and 22 had positive responses above 85% for all three functions finding that all staff was courteous (Q16) and aware of and utilize available City information that is online (Q22). Building Of the other 18 questions, building had positive responses above 85% for all but three questions, 4, 13, and 17. Q4. I understand the City’s Development Review and Plan Check processes. They are straightforward and not unnecessarily cumbersome or complex, 22% negative responses. Q13. The turnaround time for review and approval or disapproval or my application was not any longer in Morgan Hill than other cities or counties where I have filed applications, 25% negative. Q17. The conditions of approval or plan check corrections applied to my project were reasonable and justified, 19% negative.

Although these three question exceed our 15% negative threshold they are 25% or less. Overall the data would conclude that customer service by Building is quite good.

Engineering/Public Works Engineering had many negative responses on 15 of 18 questions, 4 exceeding our 15% negative, 6 exceeding 25% and 5 exceeding 40%. These are some of the worst scores we have seen in our many studies. Q4. I understand the City’s Development Review and Plan Check processes. They are straightforward and not unnecessarily cumbersome or complex, 53% negative responses. Q9. Plan checking is complete and accurate. Additional problems did not surface later that should have been caught in the initial review, 40% negative.

Q10. Services were completed by the date promised , 67 % negative.

Q11. The City’s promised delivery dates are reasonable and acceptable, 44% negative.

Morgan Hill, California

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Zucker Systems