Development Services Review. Final Report. Zucker July 2016

DESCRIPTION

PERFORMANCE STANDARD

Plan Review - Residential - Multifamily - < 20 units

90% within 10 business days

Plan Review - Residential - Single Family

90% within 10 business days

Plan Review -Residential - Single Family - Standard Plan

90% within 5 business days

Plan Review - Residential modifications

90% with 5 business days

Plan Review - Minor Permits (P/E/M/S)

90% Over the counter/online

Plan review rechecks

90% within 1/2 of previous turnaround time

Plan Review Quality Control

Monthly

Field Inspection Quality Control

Monthly for every Inspector

Field Inspection

90% next business day

Inspection requests can be received up to one hour before Inspector departs office

Inspection Requests

Inspector call to customer with Estimated Time of Arrival (ETA)

30 minutes prior to arrival

28. Recommendation: The Building Division should adopt the Performance Standards identified in the table above. As referenced in the Technology section of this report, the City is in the fortunate position of being able to establish these performance standards in conjunction with the implementation of the TRAKiT permit system. The reporting capabilities of the system will grant management the ability to effectively track and report on the City’s ongoing ability to meet these performance standards. The true value of establishing and monitoring performance standards lies in affording management the ability to balance resources against the constantly fluctuating demand for services. The performance standard should be visualized as a constant. Management’s task is to adjust available resources in response to changing demands for service such that the performance standard can be maintained. The figure below helps illustrate this relationship.

Morgan Hill, California

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Zucker Systems