Development Services Review. Final Report. Zucker July 2016

group performance. Interviews with upper management suggested that they were not averse to the idea of utilizing performance standards, but rather that previous attempts resulted in a system that focused on measuring activity levels rather than actual performance standards. In other jurisdictions we have studied we have found a core number of performance standards that do a good job of representing the service levels that the community expects when they participate in the development process. In our studies around the country we typically recommend jurisdictions adopt performances standards similar to those in the table below. Note that for several categories we show optional numbers, which are shorter timelines. Given the issues of staffing and lack of a performance standard system, we believe the establishing more conservative standards is a good starting point and eventually it may be possible to switch to more aggressive standards. It should be noted that in 2010, the division set a standard of 5 days for medium plans and 10 days for major commercial plans. However, this turned out not to be operational standards and were generally not met.

Table 5 Recommended Performance Standards for Building Division

DESCRIPTION

PERFORMANCE STANDARD

Counter Initial Service

90% within 10 minutes of arrival

Answering Customer phone calls

90% within 3 rings

Returning phone calls from messages

90% returned same day

Employee Training Budget

2% of Annual Personnel budget

Customer Satisfaction Surveys

85% satisfied or better

Initial receipt and routing of plans

90% within 1 business day

Permit preparation for issuance after plan review approvals Plan Review - New Commercial Building - > $1,000,000 valuation Plan Review - New Commercial Building - < $1,000,000

90% within 2 business days

90% within 20 business days (option 15)

90% with 15 business days (option 10)

Plan Review - Commercial Tenant Improvements -

90% within 10 days (option 5)

Plan Review - Residential - Multifamily - > 20 units

90% within 15 business days

Morgan Hill, California

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