SCORECARD: 12-month Rolling Status

DS- Development Services
Divisions Service Areas Measures Series Name Series Status
Oct-20 Nov-20 Dec-20 Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21
1. Development Entitlement
On Target
DS.1.1 Land Use & Design
On Target
90% of City Plan Commission decisions consistent with Development Review Committee recommendations.       Measure ID: 341495
Consistent Decisions
 
 
 
 
 
 
 
 
 
 
 
210.00
Total Decisions
 
 
 
 
 
 
 
 
 
 
 
217.00
Actual
 
 
 
 
 
 
 
 
 
 
 
On Target
96.77%
Overall Target
 
 
 
 
 
 
 
 
 
 
 
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
95.00
Low Variance
 
 
 
 
 
 
 
 
 
 
 
75.00
Monitoring/No Info
80% of City Council zoning decisions are consistent with Comprehensive Plan. Measure ID:328861
Consistent Decisions
 
 
 
 
 
 
 
 
 
 
 
Total Decisions
 
 
 
 
 
 
 
 
 
 
 
Actual
 
 
 
 
 
 
 
 
 
 
 
Monitoring/No Info
Overall Target
 
 
 
 
 
 
 
 
 
 
 
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
Low Variance
 
 
 
 
 
 
 
 
 
 
 
On Target
Dollars invested in properties with historic designation. Measure ID:328862
Actual
 
 
On Target
$ 7,660,626.00
 
 
On Target
$ 5,493,148.00
 
 
Lagging
$ 1,722,340.88
 
 
On Target
$ 20,698,305.77
Overall Target
 
 
 
 
 
 
 
 
High Variance (FY Target)
 
 
$ 2,500,000.00
 
 
$ 2,500,000.00
 
 
$ 2,500,000.00
 
 
$ 2,500,000.00
Low Variance
 
 
$ 499,999.00
 
 
$ 499,999.00
 
 
$ 499,999.00
 
 
$ 499,999.00
2. Permitting and Inspections
Not Defined
DS.2.1 Permitting and Inspections
Not Defined
Total # of plan reviews, revisions and consultations performed. Measure ID 328865
Number of Reviews
1,440.00
987.00
888.00
1,010.00
1,110.00
1,017.00
819.00
1,417.00
1,382.00
1,411.00
968.00
Number of Consultations
810.00
473.00
468.00
454.00
347.00
423.00
440.00
437.00
324.00
232.00
279.00
Number of Revisions
775.00
571.00
488.00
579.00
503.00
716.00
704.00
702.00
414.00
573.00
418.00
Actual
3,025.00
2,031.00
1,844.00
2,043.00
1,960.00
2,156.00
1,963.00
2,556.00
2,120.00
2,216.00
1,665.00
Overall Target
High Variance (FY Target)
Low Variance
On Target
98% of inspections are completed by the requested date. Measure ID:328863
On Time Inspections
9,021.00
7,715.00
8,235.00
7,212.00
6,180.00
10,087.00
9,889.00
8,351.00
6,797.00
7,603.00
6,965.00
7,565.00
Total Inspections
9,210.00
7,869.00
8,380.00
7,289.00
6,253.00
10,267.00
10,122.00
8,504.00
6,957.00
7,719.00
7,081.00
7,684.00
Actual
Lagging
97.95%
On Target
98.04%
On Target
98.27%
On Target
98.94%
On Target
98.83%
On Target
98.25%
Lagging
97.70%
On Target
98.20%
Lagging
97.70%
On Target
98.50%
On Target
98.36%
On Target
98.45%
Overall Target
High Variance (FY Target)
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
98.00%
Low Variance
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
90.00%
Monitoring/No Info
95% of initial commercial building plan reviews are completed within 7 working days. Measure ID:328864
On Time Inspections
215.00
125.00
123.00
123.00
136.00
190.00
79.00
9.00
20.00
107.00
258.00
Total Reviews
223.00
184.00
184.00
169.00
258.00
254.00
179.00
295.00
319.00
284.00
281.00
Actual
Monitoring/No Info
96.41%
Monitoring/No Info
67.93%
Monitoring/No Info
66.85%
Monitoring/No Info
72.78%
Monitoring/No Info
52.71%
Monitoring/No Info
74.80%
Monitoring/No Info
44.13%
Monitoring/No Info
3.05%
Monitoring/No Info
6.27%
Monitoring/No Info
37.68%
Monitoring/No Info
91.81%
Monitoring/No Info
Overall Target
High Variance (FY Target)
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Lagging
Call abandonment rate of less than 10%.
Actual
Insufficient Progress
19.97%
Insufficient Progress
17.21%
On Target
5.11%
On Target
5.00%
On Target
5.79%
On Target
6.93%
On Target
8.62%
Insufficient Progress
16.04%
Insufficient Progress
16.14%
Lagging
12.20%
Lagging
10.53%
Lagging
11.62%
Insufficient Progress
Average call wait time less than 71 seconds.
Actual
Insufficient Progress
1,000sec
Insufficient Progress
735sec
Insufficient Progress
150sec
Insufficient Progress
177sec
Insufficient Progress
210sec
Insufficient Progress
240sec
Insufficient Progress
570sec
Insufficient Progress
660sec
Insufficient Progress
1,740sec
Insufficient Progress
1,260sec
Insufficient Progress
420sec
Insufficient Progress
1,080sec
Insufficient Progress
80% of calls are answered within 71 seconds.
Actual
Insufficient Progress
10.00%
Insufficient Progress
12.00%
Insufficient Progress
56.00%
Insufficient Progress
56.00%
Insufficient Progress
57.00%
Insufficient Progress
40.00%
Insufficient Progress
37.00%
Insufficient Progress
31.00%
Insufficient Progress
9.00%
Insufficient Progress
17.00%
Insufficient Progress
23.00%
Insufficient Progress
17.00%
Not Defined
Customer Service Satisfaction Rating
P&DA-Planning & Data Analytics
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend Data: Call Volume
P&DA-Planning & Data Analytics
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
DS.2.2 Development Support Services
Not Defined
Average call wait time. Measure ID:328867
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Customer Service Satisfaction Rating
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Average in person wait time
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Average calls answered
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend Data: Call Volume
Actual
Overall Target
High Variance (FY Target)
Low Variance
3. Development Coordination
Not Defined
DS.3.1 Contract Management Section
Lagging
90% of CFAs that had a Pre-Development Conference Measure ID: 328869
Total CFAs
 
 
31.00
 
 
34.00
 
 
44.00
 
 
38.00
Total CFAs Having PDC
 
 
18.00
 
 
21.00
 
 
39.00
 
 
33.00
Total PDCs
 
 
91.00
 
 
89.00
 
 
103.00
 
 
97.00
Actual
 
 
Insufficient Progress
58.06%
 
 
Insufficient Progress
61.76%
 
 
Lagging
88.64%
 
 
Lagging
86.84%
Overall Target
 
 
 
 
 
 
 
 
High Variance (FY Target)
 
 
90.00
 
 
90.00
 
 
90.00
 
 
90.00
Low Variance
 
 
80.00
 
 
80.00
 
 
80.00
 
 
80.00
Insufficient Progress
CFAs processed and total valuation Measure ID:546340
Total CFAs Processed
 
 
 
 
 
 
 
 
 
 
 
126.00
CFA Processed Over $1 Million
 
 
 
 
 
 
 
 
 
 
 
64.00
Total Valuation of$1 Million+ Projects
 
 
 
 
 
 
 
 
 
 
 
$ 175,700,965.00
Total Valuation-All Projects
 
 
 
 
 
 
 
 
 
 
 
$ 195,900,229.00
Actual
 
 
 
 
 
 
 
 
 
 
 
Insufficient Progress
50.79%
Overall Target
 
 
 
 
 
 
 
 
 
 
 
90.00%
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
83.00%
Low Variance
 
 
 
 
 
 
 
 
 
 
 
70.00%
On Target
New CFA process projects completed (CFA, IPRC review, and Greensheet package) with City processing times within 97 days (% of completed projects completed within 97 days) * Number days changed from 104 to 97 on 9/1/2019 due to HB3167
CFA/IPRC/Greensheet Completed in 104 Days
 
 
 
 
 
 
 
 
 
 
 
1.00
CFA/IPRC/Greensheet Completed
 
 
 
 
 
 
 
 
 
 
 
1.00
Actual
 
 
 
 
 
 
 
 
 
 
 
100.00
Overall Target
 
 
 
 
 
 
 
 
 
 
 
85.00
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
90.00
Low Variance
 
 
 
 
 
 
 
 
 
 
 
70.00
Not Defined
DS.3.2 Development Facilitation
Insufficient Progress
Number of Facilitated Projects Measure ID: 550218
Actual
 
 
 
 
 
 
 
 
 
 
 
Insufficient Progress
106.00
Overall Target
 
 
 
 
 
 
 
 
 
 
 
110.00
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
110.00
Low Variance
 
 
 
 
 
 
 
 
 
 
 
63.00
Not Defined
Overall satisfaction with the effectiveness of the PDC in delivering site specific information in an orderly and timely conscious manner
Actual
Overall Target
High Variance (FY Target)
Low Variance
On Target
Average building permitting review time for $1M+ projects Measure ID: 550219
Actual
 
 
 
 
 
 
 
 
 
 
 
On Target
26.00
Overall Target
 
 
 
 
 
 
 
 
 
 
 
45.00
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
50.00
Low Variance
 
 
 
 
 
 
 
 
 
 
 
55.00
On Target
Average time to issue building permits for projects that receive Economic Development incentives
Actual
 
 
 
 
 
 
 
 
 
 
 
On Target
22.00
Overall Target
 
 
 
 
 
 
 
 
 
 
 
50.00
High Variance (FY Target)
 
 
 
 
 
 
 
 
 
 
 
80.00
Low Variance
 
 
 
 
 
 
 
 
 
 
 
120.00
Not Defined
DS.3.3 Strategic Operations
On Target
95% of residential transportation impact fee analysis are completed within 7 working days. Measure ID:550215
Number Completed On Time
 
 
1,825.00
 
 
1,693.00
 
 
2,138.00
 
 
1,890.00
Total Number Completed
 
 
1,984.00
 
 
1,710.00
 
 
2,441.00
 
 
1,909.00
Actual
 
 
Lagging
91.99%
 
 
On Target
99.01%
 
 
Lagging
87.59%
 
 
On Target
99.00%
Overall Target
 
 
 
 
 
 
 
 
High Variance (FY Target)
 
 
95.00%
 
 
95.00%
 
 
95.00%
 
 
95.00%
Low Variance
 
 
80.00%
 
 
80.00%
 
 
80.00%
 
 
80.00%
4. Infrastructure
Not Defined
DS.4.1 Infrastructure Plan Review Center
On Target
Percent (%) of plan reviews completed within in 14 days
Number of Reviews
24.00
18.00
29.00
27.00
35.00
51.00
36.00
37.00
49.00
40.00
41.00
42.00
Reviews LT 15 Days
21.00
17.00
29.00
25.00
35.00
51.00
33.00
35.00
48.00
40.00
41.00
42.00
Actual
Lagging
87.50%
Lagging
94.44%
On Target
100.00%
Lagging
92.59%
On Target
100.00%
On Target
100.00%
Lagging
91.67%
Lagging
94.59%
On Target
97.96%
On Target
100.00%
On Target
100.00%
On Target
100.00%
Overall Target
High Variance (FY Target)
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
Low Variance
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
Insufficient Progress
IPRC Review Fee Total Revenue (Actual Revenue)
Actual
Lagging
78,312.00
On Target
119,808.00
On Target
131,040.00
On Target
114,192.00
On Target
134,160.00
On Target
143,208.00
On Target
131,043.00
On Target
141,642.00
On Target
152,865.00
On Target
136,998.00
On Target
173,763.00
Insufficient Progress
63,855.00
Overall Target
High Variance (FY Target)
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
100,000.00
Low Variance
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
Not Defined
Trend data - average number of review cycles to acceptance
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend data - Total Projects
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend data - Total Accepted Projects
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
DS.4.2 Stormwater Development Services
On Target
Percent (%) of drainage reviews completed within in 10 business days
Number of Reviews
16.00
5.00
10.00
12.00
12.00
10.00
13.00
13.00
10.00
Reviews LT 10 days
15.00
4.00
10.00
12.00
8.00
10.00
13.00
13.00
10.00
Actual
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
On Target
93.75%
On Target
80.00%
On Target
100.00%
On Target
100.00%
Lagging
66.67%
On Target
100.00%
On Target
100.00%
On Target
100.00%
On Target
100.00%
Overall Target
High Variance (FY Target)
70.00
70.00
70.00
70.00
70.00
70.00
70.00
70.00
70.00
Low Variance
55.00
55.00
55.00
55.00
55.00
55.00
55.00
55.00
55.00
On Target
Percent (%) of floodplain reviews completed within in 15 business days (before CY2020, goal was one month)
Number of Reviews
222.00
212.00
240.00
242.00
196.00
259.00
292.00
317.00
212.00
Reviews LT 15 Days
221.00
212.00
238.00
242.00
196.00
258.00
292.00
316.00
211.00
Actual
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
On Target
99.55
On Target
100.00
On Target
99.17
On Target
100.00
On Target
100.00
On Target
99.61
On Target
100.00
On Target
99.68
On Target
99.53
Overall Target
High Variance (FY Target)
70.00
70.00
70.00
70.00
70.00
70.00
70.00
70.00
70.00
Low Variance
55.00
55.00
55.00
55.00
55.00
55.00
55.00
55.00
55.00
Not Defined
Average customer survey rating out of 5 (for drainage reviews)
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend data - average number of drainage review cycles to acceptance
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Trend data - drainage review cycles
Actual
Overall Target
High Variance (FY Target)
Low Variance
Not Defined
Customer Satisfaction Survey average score > 4
TPW - Transportation / Public Works
Customer Satisfaction Score
On Target
5.00
On Target
5.00
On Target
4.00
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Not Defined
Complete drainage reviews within 10 business days of being received 70% of the time
TPW - Transportation / Public Works
% completed on time
On Target
97.25%
On Target
93.90%
On Target
98.90%
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Not Defined
DS.4.3 Transportation Development Review
On Target
Percentage of TIA Reviews completed within ten business days (1170250)
Number of Reviews
973.00
771.00
1,221.00
1,076.00
821.00
678.00
380.00
628.00
426.00
Reviews LT 10 Days
923.00
679.00
1,201.00
772.00
737.00
625.00
285.00
545.00
419.00
Actual
Monitoring/No Info
Monitoring/No Info
Monitoring/No Info
Lagging
94.86
Lagging
88.07
On Target
98.36
Lagging
71.75
Lagging
89.77
Lagging
92.18
Lagging
75.00
Lagging
86.78
On Target
98.36
Overall Target
High Variance (FY Target)
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
95.00
Low Variance
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00
75.00