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 to the development community to move through an approval process quickly, while ensuring the community's character is implemented into the development process. 

Balancing between these needs can sometimes lead to conflict within the process. Gathering feedback from this process will help the City improve processes to help meet the expectations of the development community while maintaining the integrity of the City development standards.  

Analysis

The Community and Economic Development Team will select a vendor to implement the survey in Q1 of 2020.

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

In April 2020, the team softly launched the survey to review process and data. The team plans to report data at the end of next quarter.

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

Data Source

TrakIT software reports