HomeMy WebLinkAboutCustomer Service and Development Review StatisticsCUSTOMER SERVICE AND
DEVELOPMENT REVIEW STATISTICS
Kathy M. Warren, Director, Planning & Community Development
Carrie L. Bookholt, Deputy Director, Planning & Community Development
February 17, 2026
1
Topics (Slide 1 of 2)
•Customer Service Offerings and Statistics
•Development review process
•FY 2025 Statistics
•Performance Tracking
•Allotted timelines for reviews
•Current Statistics for Site Plans
•Current Statistics for Building Plans
•Questions?
DEVELOPMENT REVIEW STATISTICS 2
Customer Service Initiatives
•Customer Service Counter
•Full-service Monday-Friday hours
•2 Full-time Customer Service positions
•New Payment Options
•New Phone System
•Queuing for customers
•Data collection
•Department coordination
DEVELOPMENT REVIEW STATISTICS 3
FY26 to date:
•5,268 Customer Visits
•Average 752 per month
•28,803 phone calls
•Average 4,114 calls per month
•Capture rate 92.7%
Fiscal Year 2025 Numbers
Building
Permit
Issuance &
Inspections
Building Plan
Review &
Approval
Site Plan
Review &
Approval
Discretionary
Approvals
Presubmittal
Meeting
(Optional)
DEVELOPMENT REVIEW STATISTICS 4
101
Presubmittal
Meetings
Held
450
Applications
Approved
2,655
Submittals
Reviewed
34,631
Permits
Issued
78,976
Inspections
Performed
PermitStat
•PermitStat initiatives include:
•Data collection
•Department coordination
•Hardware/Software upgrades
•Efficiency in processes
•Staffing
DEVELOPMENT REVIEW STATISTICS 5
•Monthly and Quarterly reports
will be available soon on the
Planning website
Development Services Center (DSC) Site Plan Review Timelines
•July 1, 2025, HB 2660 reduced
State mandated review timelines
by 33.3%
•Initial review— 60 days to 40 days;
Subsequent reviews—45 days to
30 days
•Internal review policy:
•Initial review – 28 days
•Subsequent reviews – 21 days
•Single Family:
•Initial review – 21 days
•Subsequent reviews – 14 days
DEVELOPMENT REVIEW STATISTICS 6
Development Services Center Data (Slide 4 of 4)
Site Plan
Type
# Approved
Plans 2025*
Average
Review
Cycles
Business
Days with
City Allowed
per State
Code
Average
Business
Days with
City
Average
Business
Days with
Customer
Average
Business
Days to
Approval
Single Family 128 2.8 63.6 36.1 48.6 84.7
Duplex 20 3.7 82.5 60.6 80.3 140.9
Commercial 43 4.6 100.2 79.0 111.1 190.1
*Calendar year January-December
DEVELOPMENT REVIEW STATISTICS 7
Permits & Inspections Building Plan Review Timelines
•No State mandated review
timelines for Building Plans
•Internal review policy targets:
•Commercial New
•Initial review – 30 days
•Subsequent reviews – 15 days
•Commercial Alteration or Addition
•Initial review – 10-30 days
•Subsequent reviews – 10-15 days
•Residential New
•Initial review – 30 days
•Subsequent review – 15 days
•Residential Alteration or Addition
•Initial review – 3-30 days
•Subsequent reviews – 3-15 days
DEVELOPMENT REVIEW STATISTICS 8
Permits & Inspections Data
Permit Type
#Permits
Approved
2025*
Average
Review
Cycles
Business
Days with
City Allowed
per Policy
Average
Business
Days with
City
Average
Business
Days with
Customer
Average
Business
Days to
Approval
Commercial
New Building 27 2.6 36.5 12.0 22.4 34.4
Commercial
Alteration/
Addition 783 1.8
10 to 20
based on
scope of work 9.9 13.0 22.9
Residential
New Building 277 2.1 31.5 10.7 15.4 26.1
Residential
Alteration/
Addition 1986 1.58
3 to 20 based
on scope of
work 4.3 7.1 11.4
*Calendar year January-December
DEVELOPMENT REVIEW STATISTICS 9
Ongoing Tracking & Information
•Land Use Report – Published monthly
•Review Time Reports – Coming soon to website
•Process Improvement Committee Report – monthly report
•FAP Initiative 2.20 – Encourage development of attainable workforce
housing
DEVELOPMENT REVIEW STATISTICS 10
Questions?
DEVELOPMENT REVIEW STATISTICS 11