Quality of Services

Community and Economic Development

Stellar Development Review
Survey Results

Due: December 2021

Principle: Apply a high-performing development review process that maintains the community’s standards for safety, vision, and quality design.

Description

Providing a predictable, fair, and expedited development review process is a top priority for the City. Additionally, this process needs to ensure that the development projects being approved are aligned with the Community's development standards. This City Council Strategic Result will provide feedback to the Development Review Team on our ability to meet customer expectations. 

Significance

The development review process is a highly technical review which balances the needs of the development community to move through an approval process quickly, while ensuring the community's character is imbedded in the development process. 

Balancing these requirements can lead to conflict within the process. Gathering feedback from the users of this process will help the team make enhancements to processes while meeting the expectations of the development community and maintaining the integrity of City development standards.  

Analysis

The City Team launched a survey in April 2020. In addition to measuring customer satisfaction with the development review process, the team also wanted to make sure we received enough responses to ensure responses were representative of all development review customers. 

The City approved a new Land Development Code (LDC) in 2020. The projects approved were largely based on the old code, which may have influenced the survey results. In 2021 projects that are approved will be reviewed using the new LDC, which is intended to help address customer concerns.

Currently the Development Review Team are not achieving the target of 85% of survey respondents noting good or excellent service. In 2021, the team will work on training and processes to ensure consistency, which should result in improved results. 

 




Work System
Performance Measures

Development Customer Survey Launch

Description

The Market Perceptions team will be developing and implementing surveys to dive deeper into targeted audience feedback and Community Survey results. The first survey will be to measure the audiences experiences when going through the building permit process. The second survey  will gauge the audiences satisfaction and expectations with the development review processes. The third is an assessment of our residents’ attitudes and desires when it comes to economic development in our city, exploring how they hope to see our city grow and what benefits they hope to achieve as a result of that growth. The plan is to implement the building permit and development review surveys by March. The residential survey will take longer, allowing sufficient time to vet the survey instrument and data collection process with our key constituents. That work will be completed by the fall. In 2021 the team plans to continue with the building permit and development review surveys and broaden understanding of economic development by shifting attention to city’s businesses.

Significance

Customer feedback is the leading signal to our teams on how effective processes are being followed. By launching this survey, it will give our teams the opportunity to learn how the customer is feeling and view if there is a better way to get business done.

Analysis

The Development Review Survey has been completed and the Market Perceptions team distributes the survey to our customers monthly. 

Data Source

Market Perceptions, a Denver-based marketing research firm has been chosen through the RFP process to handle the survey process as well as report results. 

 

Development Review Turnaround Time

Description

The development review process requires the electronic submission of project plans through TrakIT. Once a complete set of plans are received, the development review team reviews the documents to ensure compliance with the Land Development Plan, City Codes, and the Comprehensive Plan. 


This performance measure counts the number of days from the submission of a complete set of plans to when comments are sent to the developer via TrakIT. The ability to provide comprehensive feedback in a timely manner is a key component of excellent customer service.

Significance

The development review process requires a balance between ensuring that development meets the standards established in the Land Development Code (LDC) and being able to provide timely services to the development community. Establishing deadlines allows the City to hold itself accountable to reasonable time frames that allows staff adequate time for review, while meeting developers expectations of a quick turnaround time.   

Analysis

The team returned comments to the applicants within an average of 22.5 days. This turn around time was longer than the target of 15 days.  The current timeline calls for reviews to be completed within 20 days.

Data Source

TrakIT software reports