Development System Performance

2017 Peak Performance Report

October 2, 2017

1

Agenda

1. Background (15)

2. Performance review across the system (15)

3. Innovation Plan (15)

4. Wrap-up (10)

2

BACKGROUND & RECAP

3

44 Total City & County of Denver

Development System functions

1. Project Coordinators2. Customer Service Intake/Log-In3. Residential Review4. Zoning Administration5. Commercial Zoning Review6. Commercial – Architecture/Structural7. Mechanical/Plumbing Review8. Electrical Review9. Landmark10. Construction Inspections11. Electrical Inspections12. Mechanical/Plumbing Inspections13. Zoning/Neighborhood Inspections14. Inspections Support15. Contractor Licensing16. Cashiering17. Records18. Fire Protection Engineers19. Testing/Certificate of Occupancy/Assembly20. High Rise/Institutions/Evacuations Inspections21. Hazmat/Flammables/Warehouses Inspections

22. Marijuana Grow Facility Inspections23. Conveyance Inspections24. Sewer Use and Drainage (SUDP)25. Site Engineering Wastewater26. Site Engineering Transportation27. Survey28. Engineering, Review, Analytics29. Public Works Permit Operations30. Right of Way Inspections31. Excavation Bonding32. Erosion Control Inspections33. Solid Waste34. Parks Planning35. Forestry Plan Review36. Forestry Inspections37. Environmental Health38. Excise & Licenses39. Office of Disability Resources40. Office of Economic Development41. Asset Management (Finance)42. Special districts review43. City Attorney’s Office44. Emergency Management

4

7 external referral agencies

with 11 functions for 55 total

5

Program

Governance

• Technical Advisory Board (TAB) of customers from the development community

– 4 meetings held to date. Next meeting in December

• Steering Committee of internal stakeholders

– 7 meetings held to date. Initially monthly, now moved to quarterly

• Accela Governance strengthened in coordination with TS, CPD, Public Works, Fire, and Excise & License

6

Prioritizing: Overall Satisfaction

from December 2016 TAB Survey

7

0

5

10

15

20

25

Timeliness Consistency of feedbackacross functions for a

given project

Clarity of Requirements The use of technologyto facilitate the process

Professionalism of Staff

# o

f R

esp

on

ses

Overall Satisfaction Ratings

Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied

Most satisfied with professionalism, least satisfied with timeliness

Prioritization:

2016 Advisory Board Survey

8

1

6

1

11

1 1

0

2

4

6

8

10

12

Project ConceptReview

Site DevelopmentPlan Review

Commercial ZoningReview

Commercial BuildingReview

ConstructionInspections

Certificate ofOccupancyInspections

# of

Res

pons

es

Which component needs the most improvement?

Commercial building review and site development plan ranked as top focus areas

Prioritization: Project type &

Customer experience “path”

9

Zoning Review & Zoning Permit

Issuance

Building Review

& Permit

Issuance

Construction &

Inspections

Inspections and

Final Acceptance/

Occupancy

New Commercial Construction, Multi-Family & Major Commercial Additions

Commercial Alterations & Minor Commercial Additions

Residential Construction – Single Family Homes and Duplexes

Zoning & Building

Review & Permit

Issuance

Construction &

Inspections

Inspections and

Final Acceptance/

Occupancy

Quick Permits (No Plan Review Required)

Permit

IssuedConstruction

Inspection

and Final

Acceptance

Walkthroughs (Plan Review at Counter)

Plan Review &

Permit Issued

Construction &

Inspections

Inspection and

Final

Acceptance

40,000 YTD

8,000 YTD

2,100 YTD

1,700 YTD

500 YTD

PERFORMANCE REVIEW

10

Permit Volume & Valuation trends

2005 through 2017

11

• Projected permit volume increase of at least 11% over last year

• Projected increase in valuation of at least 7%

3,900,000,000

72,000

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

$0

$500,000,000

$1,000,000,000

$1,500,000,000

$2,000,000,000

$2,500,000,000

$3,000,000,000

$3,500,000,000

$4,000,000,000

Num

ber

of P

erm

its

Issu

ed

# V

alu

e o

f is

sued

Per

mit

s

Trend in Dollar Value and Number of Permits Issued2005 to 2017

Dollar Value of Issued Permits (Valuation) Number of Permits Issued

Commercial Building Plan Review

12

Drastic reduction in past due CPD & Fire commercial building reviews

Building Plan Review:

Sewer Use & Drainage Permit

13

• CPD partnered with Public Works to create monitoring dashboard

• 67 reviews past due –down 59% from 164 in August

164

126121

114

101

67

0

20

40

60

80

100

120

140

160

180

August 13, 2017 August 20, 2017 August 27, 2017 September 03,2017

September 10,2017

September 17,2017

SUDP: Weekly Snapshot of # of reviews past due

Building Logs

Plan Review Cycle Monitoring

14

• These projects likely contain a large portion of our frustrated

customers

0

50

100

150

200

250

300

350

1/17

/201

7

1/23

/201

7

1/30

/201

7

2/6

/20

17

2/1

3/2

01

7

2/20

/201

7

2/27

/201

7

3/6

/20

17

4/3

/20

17

4/1

0/2

01

7

4/17

/201

7

4/24

/201

7

5/1

/20

17

5/8

/20

17

5/1

5/2

01

7

5/22

/201

7

5/29

/201

7

6/5

/20

17

6/1

2/2

01

7

6/19

/201

7

6/26

/201

7

7/3

/20

17

7/1

7/2

01

7

7/2

4/2

01

7

7/31

/201

7

8/7

/20

17

8/14

/201

7

8/2

1/2

01

7

8/2

8/2

01

7

9/4

/20

17

9/11

/201

7

9/1

8/2

01

7

9/2

5/2

01

7

Tota

l Lo

gs

Op

en

an

d i

n 4

th+

Re

vie

w C

ycle

Weekly Snapshot of Building Logs Open and in 4th+ Review Cycle

Residential Commercial

Building Permits:

Construction Inspection Backlog

15

0

1000

2000

3000

4000

5000

6000

Weekly CPD Construction Inspection Backlog:Inspections rolled to following Monday

• With high volume of work now permitted, will be monitoring

inspection backlog closely

• Will continue to rely on 3rd party inspectors to help with backlog

Fire Permits:

Fire Inspection Backlog

• Fire also facing significant backlog on the fire systems testing inspections

• Team working to increase in-house capacity to handle inspections

16

9

1819

0

2

4

6

8

10

12

14

16

18

20

Small Project Medium Project Large Project

Ave

rage

Day

s fr

om

req

ues

t to

in

spec

tio

n

Average Days Backlog for Fire Inspections by Project Size

INNOVATION PLAN

17

Quick Permits Launched in July

www.denvergov.org/epermits

18

• Gained 66% e-permits adoption rate in under 5 weeks of full launch

• This week, will hit 10,000 total issued via e-permits since launch

3%

10%

18%

43%

36%

52%

66%61%

68% 67% 67%

62%65% 67%

8,828

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Tota

l iss

ued

via

ep

erm

its

sinc

e la

unch

Ado

ptio

n R

ate:

% o

f Q

uick

Per

mit

s Is

sued

via

epe

rmit

s

Epermits Adoption Rate: Quick Permits% of Quick Permits Issued via epermits and Total issued since launch

QMatic appointment

system live as of 9/13

• Moved to appointment system and more than

doubled transaction volume for the “log-in” line

19

18

44

0

5

10

15

20

25

30

35

40

45

50

Average Log-In transactions pre-Qmatic Daily capacity with Qmatic

Capacity at Log-In Counter before and after moving to new QMatic system

Upcoming Innovations

20

Electronic Submittal – Single Family

& Duplex Projects

Electronic Submittal – Fire Projects

Electronic Submittal – Commercial

Contractor Licensing online

via e-permits

Automatic notification of

meter releases to XCel

Right of Way permit online via e-permits

Online payment for building permit and

Zoning permits

Online payment for remaining Dev. Services permits

Denver Water incorporated into Site Development Process

October November December

Thank you!

Questions?

21