SCORECARD: 6-month Rolling Status (ACM Report)

DS- Development Services
Divisions Service Areas Measures Reporting Frequency Series Name Series Status Analysis
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
Annual-FY
Consistent Decisions
 
 
 
 
 
210.00
 
Total Decisions
 
 
 
 
 
217.00
 
Actual
 
 
 
 
 
96.77%
 
Overall Target
 
 
 
 
 
 
High Variance (FY Target)
 
 
 
 
 
95.00
 
Low Variance
 
 
 
 
 
75.00
On Target
DS.1.1 Land Use & Design
Monitoring/No Info
80% of City Council zoning decisions are consistent with Comprehensive Plan. Measure ID:328861
Annual-FY
Consistent Decisions
 
 
 
 
 
 
Total Decisions
 
 
 
 
 
 
Actual
 
 
 
 
 
 
Overall Target
 
 
 
 
 
 
High Variance (FY Target)
 
 
 
 
 
 
Low Variance
 
 
 
 
 
On Target
DS.1.1 Land Use & Design
On Target
Dollars invested in properties with historic designation. Measure ID:328862
Quarterly-FY
Actual
 
 
$ 1,722,340.88
 
 
$ 20,698,305.77
 
Overall Target
 
 
 
 
 
High Variance (FY Target)
 
 
$ 2,500,000.00
 
 
$ 2,500,000.00
 
Low Variance
 
 
$ 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
Monthly-FY
Number of Reviews
819.00
1,417.00
1,382.00
1,411.00
968.00
 
Number of Consultations
440.00
437.00
324.00
232.00
279.00
 
Number of Revisions
704.00
702.00
414.00
573.00
418.00
 
Actual
1,963.00
2,556.00
2,120.00
2,216.00
1,665.00
 
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
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Lagging
Call abandonment rate of less than 10%.
Monthly-FY
Actual
8.62%
16.04%
16.14%
12.20%
10.53%
11.62%
Not Defined
DS.2.2 Development Support Services
Not Defined
Customer Service Satisfaction Rating
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.2.2 Development Support Services
Not Defined
Average in person wait time
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.2.2 Development Support Services
Not Defined
Average calls answered
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Insufficient Progress
Average call wait time less than 71 seconds.
Monthly-FY
Actual
570sec
660sec
1,740sec
1,260sec
420sec
1,080sec
Not Defined
DS.2.2 Development Support Services
Not Defined
Trend Data: Call Volume
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Insufficient Progress
80% of calls are answered within 71 seconds.
Monthly-FY
Actual
37.00%
31.00%
9.00%
17.00%
23.00%
17.00%
Not Defined
DS.2.1 Permitting and Inspections
On Target
98% of inspections are completed by the requested date. Measure ID:328863
Default
On Time Inspections
9,889.00
8,351.00
6,797.00
7,603.00
6,965.00
7,565.00
 
Total Inspections
10,122.00
8,504.00
6,957.00
7,719.00
7,081.00
7,684.00
 
Actual
97.70%
98.20%
97.70%
98.50%
98.36%
98.45%
 
Overall Target
 
High Variance (FY Target)
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%
Not Defined
DS.2.1 Permitting and Inspections
Monitoring/No Info
95% of initial commercial building plan reviews are completed within 7 working days. Measure ID:328864
Monthly-FY
On Time Inspections
79.00
9.00
20.00
107.00
258.00
 
Total Reviews
179.00
295.00
319.00
284.00
281.00
 
Actual
44.13%
3.05%
6.27%
37.68%
91.81%
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Not Defined
Customer Service Satisfaction Rating
P&DA-Planning & Data Analytics
Monthly-FY
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Lagging
DS.2.2 Call Center & Customer Service
Not Defined
Trend Data: Call Volume
P&DA-Planning & Data Analytics
Monthly-FY
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
Quarterly-FY
Total CFAs
 
 
44.00
 
 
38.00
 
Total CFAs Having PDC
 
 
39.00
 
 
33.00
 
Total PDCs
 
 
103.00
 
 
97.00
 
Actual
 
 
88.64%
 
 
86.84%
 
Overall Target
 
 
 
 
 
High Variance (FY Target)
 
 
90.00
 
 
90.00
 
Low Variance
 
 
80.00
 
 
80.00
Not Defined
DS.3.1 Contract Management Section
Insufficient Progress
CFAs processed and total valuation Measure ID:546340
Annual FY (2012-21) - Quarterly FY (2022)
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
 
 
 
 
 
50.79%
 
Overall Target
 
 
 
 
 
90.00%
 
High Variance (FY Target)
 
 
 
 
 
83.00%
 
Low Variance
 
 
 
 
 
70.00%
Not Defined
DS.3.1 Contract Management Section
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
Annual-FY
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
Annual FY (2012-21) - Quarterly FY (2022)
Actual
 
 
 
 
 
106.00
 
Overall Target
 
 
 
 
 
110.00
 
High Variance (FY Target)
 
 
 
 
 
110.00
 
Low Variance
 
 
 
 
 
63.00
Not Defined
DS.3.2 Development Facilitation
Not Defined
Overall satisfaction with the effectiveness of the PDC in delivering site specific information in an orderly and timely conscious manner
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.3.2 Development Facilitation
On Target
Average building permitting review time for $1M+ projects Measure ID: 550219
Annual FY (2012-21) - Quarterly FY (2022)
Actual
 
 
 
 
 
26.00
 
Overall Target
 
 
 
 
 
45.00
 
High Variance (FY Target)
 
 
 
 
 
50.00
 
Low Variance
 
 
 
 
 
55.00
Not Defined
DS.3.2 Development Facilitation
On Target
Average time to issue building permits for projects that receive Economic Development incentives
Annual-FY
Actual
 
 
 
 
 
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
Quarterly-FY
Number Completed On Time
 
 
2,138.00
 
 
1,890.00
 
Total Number Completed
 
 
2,441.00
 
 
1,909.00
 
Actual
 
 
87.59%
 
 
99.00%
 
Overall Target
 
 
 
 
 
High Variance (FY Target)
 
 
95.00%
 
 
95.00%
 
Low Variance
 
 
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
Monthly-FY
Number of Reviews
36.00
37.00
49.00
40.00
41.00
42.00
 
Reviews LT 15 Days
33.00
35.00
48.00
40.00
41.00
42.00
 
Actual
91.67%
94.59%
97.96%
100.00%
100.00%
100.00%
 
Overall Target
 
High Variance (FY Target)
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
Not Defined
DS.4.1 Infrastructure Plan Review Center
Insufficient Progress
IPRC Review Fee Total Revenue (Actual Revenue)
Monthly-FY
Actual
131,043.00
141,642.00
152,865.00
136,998.00
173,763.00
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
 
Low Variance
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
75,000.00
Not Defined
DS.4.1 Infrastructure Plan Review Center
Not Defined
Trend data - average number of review cycles to acceptance
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.4.1 Infrastructure Plan Review Center
Not Defined
Trend data - Total Projects
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.4.1 Infrastructure Plan Review Center
Not Defined
Trend data - Total Accepted Projects
Default
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
Monthly-CY
Number of Reviews
12.00
12.00
10.00
13.00
13.00
10.00
 
Reviews LT 10 days
12.00
8.00
10.00
13.00
13.00
10.00
 
Actual
100.00%
66.67%
100.00%
100.00%
100.00%
100.00%
 
Overall Target
 
High Variance (FY Target)
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
Not Defined
DS.4.2 Stormwater Development Services
On Target
Percent (%) of floodplain reviews completed within in 15 business days (before CY2020, goal was one month)
Monthly-FY
Number of Reviews
242.00
196.00
259.00
292.00
317.00
212.00
 
Reviews LT 15 Days
242.00
196.00
258.00
292.00
316.00
211.00
 
Actual
100.00
100.00
99.61
100.00
99.68
99.53
 
Overall Target
 
High Variance (FY Target)
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
Not Defined
DS.4.2 Stormwater Development Services
Not Defined
Average customer survey rating out of 5 (for drainage reviews)
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.4.2 Stormwater Development Services
Not Defined
Trend data - average number of drainage review cycles to acceptance
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.4.2 Stormwater Development Services
Not Defined
Trend data - drainage review cycles
Default
Actual
 
Overall Target
 
High Variance (FY Target)
 
Low Variance
Not Defined
DS.4.3 Transportation Development Review
On Target
Percentage of TIA Reviews completed within ten business days (1170250)
Monthly-FY
Number of Reviews
1,076.00
821.00
678.00
380.00
628.00
426.00
 
Reviews LT 10 Days
772.00
737.00
625.00
285.00
545.00
419.00
 
Actual
71.75
89.77
92.18
75.00
86.78
98.36
 
Overall Target
 
High Variance (FY Target)
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
Not Defined
TPW.3.1 Development Services
TPW - Transportation / Public Works
Not Defined
Customer Satisfaction Survey average score > 4
TPW - Transportation / Public Works
Monthly-FY
Customer Satisfaction Score
Not Defined
DS.4.2 Stormwater Development Services
 
 
 
 
 
 
 
Not Defined
TPW.3.1 Development Services
TPW - Transportation / Public Works
Not Defined
Complete drainage reviews within 10 business days of being received 70% of the time
TPW - Transportation / Public Works
Monthly-FY
% completed on time
Not Defined
DS.4.2 Stormwater Development Services