Reports including Customer Satisfaction Poll Results, Demolition Report, Success Metrics, Zucker Final Report

Annual Reports
Customer Satisfaction Poll Results
Demolition Report

In August 2017, the Office of the City Auditor released a report on the demolition permitting process that highlighted areas of concern. The City Council followed up in December 2017 with a resolution requesting the Development Services Department develop recommendations to redesign the demolition permitting process to achieve the goals from the City Auditor's report. 

The report contains recommendations that accomplish the goals from the City Auditor's report and includes feedback obtained from stakeholder meetings.

Demolition Permit Process Report (PDF) (134 pp, 2.6 MB)

Success Metrics

The Success Metrics identifies key performance measures and target goals for the Development Services Department. These metrics gauge the performance of review times, wait times, employee investment, and technology to assess business processes and organizational efficiencies. These reports are published monthly.


Monthly Development Process Tracking Report
(Archive of reports that preceded Success Metrics)

These reports track development activity and review times for Fiscal Year 2013 thru August 2016.  

Note: Development Process Tracking Summaries from October 2014 through April 2015 previously included an overstated amount in the “Valuation for Multi-Family” for FY15 permits. This error has been corrected and revised summaries are now posted. We apologize for the incorrect information.

FY16

FY15

FY14

FY13

Zucker Final Report

Blueprint of Change showcases the journey of DSD from its inception to the completion of its ambitious two-year Action Plan.

The Zucker Final Report was received on Friday, May 8th, 2015. Below are links to the full report and individual chapters.


Full Document (PDF, 814 pp, 10.8 MB)


I. Executive Summary (PDF, 16 pp, 679 KB)

II. Introduction and Summary (PDF, 26 pp, 805 KB)

III. Issues Related to Entire Planning and Development Review Department (PDF, 66 pp, 1.29 MB)

IV. Building Inspection (PDF, 28 pp, 530 KB)

V. Commercial Plan Review (PDF, 20 pp, 484 KB)

VI. Comprehensive Planning/Urban Design Divisions (PDF, 14 pp, 456 KB)

VII. Current Planning/CodeNEXT (PDF, 56 pp, 1.16 MB)

VIII. Development Assistance Center (DAC) (PDF, 18 pp, 665 KB)

IX. Land Use Review (PDF, 78 pp, 1.3 MB)

X. Permit Center (PDF, 18 pp, 474 KB)

XI. Residential Plan Review (PDF, 24 pp, 717 KB)

XII. Site and Subdivision Inspection (SSI) (PDF, 30 pp, 727 KB)

XIII. Support Services, Accounting, Budget, & Fiscal Surety (PDF, 32 pp, 641 KB)

XIV. Technology (PDF, 30 pp, 773 KB)

XV. Benchmark Survey (PDF, 10 pp, 427 KB)

XVI. Boards and Commissions (PDF, 22 pp, 564 KB)

XVII. Customer Perceptions (PDF, 10 pp, 481 KB)


Appendix A Persons Interviewed (PDF, 8 pp, 261 KB)

Appendix B Employee Short Questionnaire (PDF, 26 pp, 560 KB)

Appendix C Employee Long Questionnaire (PDF, 10 pp, 327 KB)

Appendix D Customer Service Tallies (PDF, 106 pp, 4.68 MB)

Appendix E Customer Survey Comments (PDF, 50 pp, 594 KB)

Appendix F Stakeholder Comments (PDF, 42 pp, 470 KB)

Appendix G Benchmark Survey (PDF, 20 pp, 989 KB)

Appendix H Employee Surveys (PDF, 6 pp, 383 KB)

Appendix I Stakeholder Comments by Subject Matter (PDF, 32 pp, 504 KB)

Appendix J Sample MOU (PDF, 4 pp, 327 KB)