Presentation to the League of California Cities Planning Commissioners Institute on Measurable Improvement in Your Development Process in 2009 at Anaheim, CA. The presentation looked at common methods to assess your process, review measurement tools and look at pitfalls based on the experiences in San Jose from outside consultant reviews and on going process improvement efforts.

1. Measurable improvement in your development process

6. How the development process is reported in the papers

10. Pillars of Customer Satisfaction

24. Talking with your customers Drop in on them at the counter or out in the field Attend their board meetings Host your own roundtable and committees Make sure your staff knows you are regularly doing it.

27. Process Improvements Opportunities Zucker Systems, San Jose 2002

28. Process Improvements Opportunities In place, on-going Phase 1: Senior Project Involvement: For FY 2008-09, when necessary, Senior Management in Public Works will get involved to resolve difficult project issues. In addition, monthly internal training sessions will occur in order to provide structured and detailing training on the varying technical aspects of our work within the overall development process. (Primo D./ Mike L.) Supplemental experience and institutional knowledge in the Public Works Department April 2009 Phase 2: Public Works Business Study / User Fee Study: Public Works has commissioned a comprehensive third-party evaluation of their current business model in an effort to provide an improved and more financially solvent operation in FY 2009-10. Analysis will include a user fee study that will align fees to support the improved service model. If there are opportunities to adopt any proposed changes in advance of 2009-10, Public Works will pursue early adoption. (Primo D./ Mike L.) In place, progress on-going Phase 1: 30-day Letter - The newly created 3rd Senior (Coach) position has the responsibility to ensure that Public Works meets Planning's goal of producing a 30-day letter to new development applications to the City. (Primo D./ Mike L.) Improve timeliness of Public Works memo Spring 2009 Develop a universal planning permit application and application submittal requirements. To ensure consistency in the application intake process, staff is developing a Universal Permit Application to cover the major development projects (Site Development, Conditional Use Permit, Planned Development Permit), as well as develop a matrix for submittal requirements based on project type. Both these efforts will eliminate confusion as to what application form to fill out and submit, and will set forth a schedule of submittal requirements that fit the project and the level of review it will go through. (Darryl B.) Streamline application intake Estimated Completion Date New Initiatives (FY 08-09) Proposed Reform

29. Ask Open Ended Questions Planning Permits Building Permits Note difference in responses between customers satisfied vs. dissatisfied: Process simplification and online information vs. Coordination and processing times

40. Resources to Help Track Progress

43. Tracking Progress: Overall Satisfaction Quality of Service Measurement

46. Publish Reports

47. Publish Reports

48. Publish Reports

53. Bringing Measurement to the Workgroup: Dashboards in San Jose

55. Bringing Measurement to the Rest of the Organization

58. Reassessing Your Progress Are outputs or results achieving the desired outcome?

60. Resources For Process Improvement