Issue | Background | Findings | Conclusions | Recommendations | Responses | Attachments Summary of Unfinished Business

Note: Missing finding numbers detected: F5, F6, F7, F8, F9, F10, F11, F12, F13, F14, F15, F16, F17, F18, F19, F20, F21, F22, F23, F24, F25, F26, F27, F28, F29, F30, F31, F32, F33, F34, F35, F36, F37, F38, F39, F40, F41, F42, F43, F44, F45, F46, F47, F48, F49, F50, F51, F52, F53, F54, F55, F56, F57, F58, F59, F60, F61, F62, F63, F64, F65, F66, F67, F68, F69, F70, F71, F72, F73, F74, F75, F76, F77, F78, F79, F80, F81, F82, F83, F84, F85, F86, F87, F88, F89, F90, F91, F92, F93, F94, F95, F96, F97, F98, F99, F100, F101, F102, F103, F104, F105, F106, F107, F108, F109, F110, F111, F112, F113, F114, F115, F116, F117, F118, F119, F120, F121, F122, F123, F124, F125, F126, F127, F128, F129, F130, F131, F132, F133, F134, F135, F136, F137, F138, F139, F140, F141, F142, F143, F144, F145, F146, F147, F148, F149, F150, F151, F152, F153, F154, F155, F156, F157, F158, F159, F160, F161, F162, F163, F164, F165, F166, F167, F168, F169, F170, F171, F172, F173, F174, F175, F176, F177, F178, F179, F180, F181, F182, F183, F184, F185, F186, F187, F188, F189, F190, F191, F192, F193, F194, F195, F196, F197, F198, F199, F200, F201, F202, F203, F204, F205, F206, F207, F208, F209, F210, F211, F212, F213, F214, F215, F216, F217, F218, F219, F220, F221, F222, F223, F224, F225, F226, F227, F228, F229, F230, F231, F232, F233, F234, F235, F236, F237, F238, F239, F240, F241, F242, F243, F244, F245, F246, F247, F248, F249, F250, F251, F252, F253, F254, F255, F256, F257, F258, F259, F260, F261, F262, F263, F264, F265, F266, F267, F268, F269, F270, F271, F272, F273, F274, F275, F276, F277, F278, F279, F280, F281, F282, F283, F284, F285, F286, F287, F288, F289, F290, F291, F292, F293, F294, F295, F296, F297, F298, F299, F300, F301, F302, F303, F304, F305, F306, F307, F308, F309, F310, F311, F312, F313, F314, F315, F316, F317, F318, F319, F320, F321, F322, F323, F324, F325, F326, F327, F328, F329, F330, F331, F332, F333, F334, F335, F336, F337, F338, F339, F340, F341, F342, F343, F344, F345, F346, F347, F348, F349, F350, F351, F352, F353, F354, F355, F356, F357, F358, F359, F360, F361, F362, F363, F364, F365, F366, F367, F368, F369, F370, F371, F372, F373, F374, F375, F376, F377, F378, F379, F380, F381, F382, F383, F384, F385, F386, F387, F388, F389, F390, F391, F392, F393, F394, F395, F396, F397, F398, F399, F400, F401, F402, F403, F404, F405, F406, F407, F408, F409, F410, F411, F412, F413, F414, F415, F416, F417, F418, F419, F420, F421, F422, F423, F424, F425, F426, F427, F428, F429, F430, F431, F432, F433, F434, F435, F436, F437, F438, F439, F440, F441, F442, F443, F444, F445, F446, F447, F448, F449, F450, F451, F452, F453, F454, F455, F456, F457, F458, F459, F460, F461, F462, F463, F464, F465, F466, F467, F468, F469, F470, F471, F472, F473, F474, F475, F476, F477, F478, F479, F480, F481, F482, F483, F484, F485, F486, F487, F488, F489, F490, F491, F492, F493, F494, F495, F496, F497, F498, F499, F500, F501, F502, F503, F504, F505, F506, F507, F508, F509, F510, F511, F512, F513, F514, F515, F516, F517, F518, F519, F520, F521, F522, F523, F524, F525, F526, F527, F528, F529, F530, F531, F532, F533, F534, F535, F536, F537, F538, F539, F540, F541, F542, F543, F544, F545, F546, F547, F548, F549, F550, F551, F552, F553, F554, F555, F556, F557, F558, F559, F560, F561, F562, F563, F564, F565, F566, F567, F568, F569, F570, F571, F572, F573, F574, F575, F576, F577, F578, F579, F580, F581, F582, F583, F584, F585, F586, F587, F588, F589, F590, F591, F592, F593, F594, F595, F596, F597, F598, F599, F600, F601, F602, F603, F604, F605, F606, F607, F608, F609, F610, F611, F612, F613, F614, F615, F616, F617, F618, F619, F620, F621, F622, F623, F624, F625, F626, F627, F628, F629, F630, F631, F632, F633, F634, F635, F636, F637, F638, F639, F640, F641, F642, F643, F644, F645, F646, F647, F648, F649, F650, F651, F652, F653, F654, F655, F656, F657, F658, F659, F660, F661, F662, F663, F664, F665, F666, F667, F668, F669, F670, F671, F672, F673, F674, F675, F676, F677, F678, F679, F680, F681, F682, F683, F684, F685, F686, F687, F688, F689, F690, F691, F692, F693, F694, F695, F696, F697, F698, F699, F700, F701, F702, F703, F704, F705, F706, F707, F708, F709, F710, F711, F712, F713, F714, F715, F716, F717, F718, F719, F720, F721, F722, F723, F724, F725, F726, F727, F728, F729, F730, F731, F732, F733, F734, F735, F736, F737, F738, F739, F740, F741, F742, F743, F744, F745, F746, F747, F748, F749, F750, F751, F752, F753, F754, F755, F756, F757, F758, F759, F760, F761, F762, F763, F764, F765, F766, F767, F768, F769, F770, F771, F772, F773, F774, F775, F776, F777, F778, F779, F780, F781, F782, F783, F784, F785, F786, F787, F788, F789, F790, F791, F792, F793, F794, F795, F796, F797, F798, F799, F800, F801, F802, F803, F804, F805, F806, F807, F808, F809, F810, F811, F812, F813, F814, F815, F816, F817, F818, F819, F820, F821, F822, F823, F824, F825, F826, F827, F828, F829, F830, F831, F832, F833, F834, F835, F836, F837, F838, F839, F840, F841, F842, F843, F844, F845, F846, F847, F848, F849, F850, F851, F852, F853, F854, F855, F856, F857, F858, F859, F860, F861, F862, F863, F864, F865, F866, F867, F868, F869, F870, F871, F872, F873, F874, F875, F876, F877, F878, F879, F880, F881, F882, F883, F884, F885, F886, F887, F888, F889, F890, F891, F892, F893, F894, F895, F896, F897, F898, F899, F900, F901, F902, F903, F904, F905, F906, F907, F908, F909, F910, F911, F912, F913, F914, F915, F916, F917, F918, F919, F920, F921, F922, F923, F924, F925, F926, F927, F928, F929, F930, F931, F932, F933, F934, F935, F936, F937, F938, F939, F940, F941, F942, F943, F944, F945, F946, F947, F948, F949, F950, F951, F952, F953, F954, F955, F956, F957, F958, F959, F960, F961, F962, F963, F964, F965, F966, F967, F968, F969, F970, F971, F972, F973, F974, F975, F976, F977, F978, F979, F980, F981, F982, F983, F984, F985, F986, F987, F988, F989, F990, F991, F992, F993, F994, F995, F996, F997, F998, F999, F1000, F1001, F1002, F1003, F1004, F1005, F1006, F1007, F1008, F1009, F1010, F1011, F1012, F1013, F1014, F1015, F1016, F1017, F1018, F1019, F1020, F1021, F1022, F1023, F1024, F1025, F1026, F1027, F1028, F1029, F1030, F1031, F1032, F1033, F1034, F1035, F1036, F1037, F1038, F1039, F1040, F1041, F1042, F1043, F1044, F1045, F1046, F1047, F1048, F1049, F1050, F1051, F1052, F1053, F1054, F1055, F1056, F1057, F1058, F1059, F1060, F1061, F1062, F1063, F1064, F1065, F1066, F1067, F1068, F1069, F1070, F1071, F1072, F1073, F1074, F1075, F1076, F1077, F1078, F1079, F1080, F1081, F1082, F1083, F1084, F1085, F1086, F1087, F1088, F1089, F1090, F1091, F1092, F1093, F1094, F1095, F1096, F1097, F1098, F1099, F1100, F1101, F1102, F1103, F1104, F1105, F1106, F1107, F1108, F1109, F1110, F1111, F1112, F1113, F1114, F1115, F1116, F1117, F1118, F1119, F1120, F1121, F1122, F1123, F1124, F1125, F1126, F1127, F1128, F1129, F1130, F1131, F1132, F1133, F1134, F1135, F1136, F1137, F1138, F1139, F1140, F1141, F1142, F1143, F1144, F1145, F1146, F1147, F1148, F1149, F1150, F1151, F1152, F1153, F1154, F1155, F1156, F1157, F1158, F1159, F1160, F1161, F1162, F1163, F1164, F1165, F1166, F1167, F1168, F1169, F1170, F1171, F1172, F1173, F1174, F1175, F1176, F1177, F1178, F1179, F1180, F1181, F1182, F1183, F1184, F1185, F1186, F1187, F1188, F1189, F1190, F1191, F1192, F1193, F1194, F1195, F1196, F1197, F1198, F1199, F1200, F1201, F1202, F1203, F1204, F1205, F1206, F1207, F1208, F1209, F1210, F1211, F1212, F1213, F1214, F1215, F1216, F1217, F1218, F1219, F1220, F1221, F1222, F1223, F1224, F1225, F1226, F1227, F1228, F1229, F1230, F1231, F1232, F1233, F1234, F1235, F1236, F1237, F1238, F1239, F1240, F1241, F1242, F1243, F1244, F1245, F1246, F1247, F1248, F1249, F1250, F1251, F1252, F1253, F1254, F1255, F1256, F1257, F1258, F1259, F1260, F1261, F1262, F1263, F1264, F1265, F1266, F1267, F1268, F1269, F1270, F1271, F1272, F1273, F1274, F1275, F1276, F1277, F1278, F1279, F1280, F1281, F1282, F1283, F1284, F1285, F1286, F1287, F1288, F1289, F1290, F1291, F1292, F1293, F1294, F1295, F1296, F1297, F1298, F1299, F1300, F1301, F1302, F1303, F1304, F1305, F1306, F1307, F1308, F1309, F1310, F1311, F1312, F1313, F1314, F1315, F1316, F1317, F1318, F1319, F1320, F1321, F1322, F1323, F1324, F1325, F1326, F1327, F1328, F1329, F1330, F1331, F1332, F1333, F1334, F1335, F1336, F1337, F1338, F1339, F1340, F1341, F1342, F1343, F1344, F1345, F1346, F1347, F1348, F1349, F1350, F1351, F1352, F1353, F1354, F1355, F1356, F1357, F1358, F1359, F1360, F1361, F1362, F1363, F1364, F1365, F1366, F1367, F1368, F1369, F1370, F1371, F1372, F1373, F1374, F1375, F1376, F1377, F1378, F1379, F1380, F1381, F1382, F1383, F1384, F1385, F1386, F1387, F1388, F1389, F1390, F1391, F1392, F1393, F1394, F1395, F1396, F1397, F1398, F1399, F1400, F1401, F1402, F1403, F1404, F1405, F1406, F1407, F1408, F1409, F1410, F1411, F1412, F1413, F1414, F1415, F1416, F1417, F1418, F1419, F1420, F1421, F1422, F1423, F1424, F1425, F1426, F1427, F1428, F1429, F1430, F1431, F1432, F1433, F1434, F1435, F1436, F1437, F1438, F1439, F1440, F1441, F1442, F1443, F1444, F1445, F1446, F1447, F1448, F1449, F1450, F1451, F1452, F1453, F1454, F1455, F1456, F1457, F1458, F1459, F1460, F1461, F1462, F1463, F1464, F1465, F1466, F1467, F1468, F1469, F1470, F1471, F1472, F1473, F1474, F1475, F1476, F1477, F1478, F1479, F1480, F1481, F1482, F1483, F1484, F1485, F1486, F1487, F1488, F1489, F1490, F1491, F1492, F1493, F1494, F1495, F1496, F1497, F1498, F1499, F1500, F1501, F1502, F1503, F1504, F1505, F1506, F1507, F1508, F1509, F1510, F1511, F1512, F1513, F1514, F1515, F1516, F1517, F1518, F1519, F1520, F1521, F1522, F1523, F1524, F1525, F1526, F1527, F1528, F1529, F1530, F1531, F1532, F1533, F1534, F1535, F1536, F1537, F1538, F1539, F1540, F1541, F1542, F1543, F1544, F1545, F1546, F1547, F1548, F1549, F1550, F1551, F1552, F1553, F1554, F1555, F1556, F1557, F1558, F1559, F1560, F1561, F1562, F1563, F1564, F1565, F1566, F1567, F1568, F1569, F1570, F1571, F1572, F1573, F1574, F1575, F1576, F1577, F1578, F1579, F1580, F1581, F1582, F1583, F1584, F1585, F1586, F1587, F1588, F1589, F1590, F1591, F1592, F1593, F1594, F1595, F1596, F1597, F1598, F1599, F1600, F1601, F1602, F1603, F1604, F1605, F1606, F1607, F1608, F1609, F1610, F1611, F1612, F1613, F1614, F1615, F1616, F1617, F1618, F1619, F1620, F1621, F1622, F1623, F1624, F1625, F1626, F1627, F1628, F1629, F1630, F1631, F1632, F1633, F1634, F1635, F1636, F1637, F1638, F1639, F1640, F1641, F1642, F1643, F1644, F1645, F1646, F1647, F1648, F1649, F1650, F1651, F1652, F1653, F1654, F1655, F1656, F1657, F1658, F1659, F1660, F1661, F1662, F1663, F1664, F1665, F1666, F1667, F1668, F1669, F1670, F1671, F1672, F1673, F1674, F1675, F1676, F1677, F1678, F1679, F1680, F1681, F1682, F1683, F1684, F1685, F1686, F1687, F1688, F1689, F1690, F1691, F1692, F1693, F1694, F1695, F1696, F1697, F1698, F1699, F1700, F1701, F1702, F1703, F1704, F1705, F1706, F1707, F1708, F1709, F1710, F1711, F1712, F1713, F1714, F1715, F1716, F1717, F1718, F1719, F1720, F1721, F1722, F1723, F1724, F1725, F1726, F1727, F1728, F1729, F1730, F1731, F1732, F1733, F1734, F1735, F1736, F1737, F1738, F1739, F1740, F1741, F1742, F1743, F1744, F1745, F1746, F1747, F1748, F1749, F1750, F1751, F1752, F1753, F1754, F1755, F1756, F1757, F1758, F1759, F1760, F1761, F1762, F1763, F1764, F1765, F1766, F1767, F1768, F1769, F1770, F1771, F1772, F1773, F1774, F1775, F1776, F1777, F1778, F1779, F1780, F1781, F1782, F1783, F1784, F1785, F1786, F1787, F1788, F1789, F1790, F1791, F1792, F1793, F1794, F1795, F1796, F1797, F1798, F1799, F1800, F1801, F1802, F1803, F1804, F1805, F1806, F1807, F1808, F1809, F1810, F1811, F1812, F1813, F1814, F1815, F1816, F1817, F1818, F1819, F1820, F1821, F1822, F1823, F1824, F1825, F1826, F1827, F1828, F1829, F1830, F1831, F1832, F1833, F1834, F1835, F1836, F1837, F1838, F1839, F1840, F1841, F1842, F1843, F1844, F1845, F1846, F1847, F1848, F1849, F1850, F1851, F1852, F1853, F1854, F1855, F1856, F1857, F1858, F1859, F1860, F1861, F1862, F1863, F1864, F1865, F1866, F1867, F1868, F1869, F1870, F1871, F1872, F1873, F1874, F1875, F1876, F1877, F1878, F1879, F1880, F1881, F1882, F1883, F1884, F1885, F1886, F1887, F1888, F1889, F1890, F1891, F1892, F1893, F1894, F1895, F1896, F1897, F1898, F1899, F1900, F1901, F1902, F1903, F1904, F1905, F1906, F1907, F1908, F1909, F1910, F1911, F1912, F1913, F1914, F1915, F1916, F1917, F1918, F1919, F1920, F1921, F1922, F1923, F1924, F1925, F1926, F1927, F1928, F1929, F1930, F1931, F1932, F1933, F1934, F1935, F1936, F1937, F1938, F1939, F1940, F1941, F1942, F1943, F1944, F1945, F1946, F1947, F1948, F1949, F1950, F1951, F1952, F1953, F1954, F1955, F1956, F1957, F1958, F1959, F1960, F1961, F1962, F1963, F1964, F1965, F1966, F1967, F1968, F1969, F1970, F1971, F1972, F1973, F1974, F1975, F1976, F1977, F1978, F1979, F1980, F1981, F1982, F1983, F1984, F1985, F1986, F1987, F1988, F1989, F1990, F1991, F1992, F1993, F1994, F1995, F1996, F1997, F1998, F1999, F2000, F2001, F2002, F2003, F2004, F2005, F2006

Findings and Recommendations 5 findings

F1

Create an express line in the Planning and Building lobby for simple permits. Response: Concur. The Planning and Building Department will create an express line so that representatives from various customer groups such as architects, contractors, and homeowners can help define which projects should be considered “express.” Customers will be included in the discussion and implementation of an express line to address and respond to actual customer need and the concern that some customers may be helped more quickly than others. Defining express projects should be carefully considered so that a customer does not have a negative experience when the “express project” customer receives service before the “non- express project” customer—when the “non-express project” customer came to the counter first. The express line is scheduled to be implemented by the end of June 2007.

Related Recommendations (1)

R1

Create an express line in the Planning and Building lobby for simple permits (Recommendation 2);

F2

Raise awareness of fax-in and mail-in options as well as the on-line status through the website, brochures, and signage. Response: Concur. Signs have been posted in the Planning and Building lobby about the fax and mail-in option for applicable permits. The Department will update its website and brochures by June 2007 so that fax and mail-in options for applicable permits are emphasized. To meet this deadline, stickers will be added to pertinent brochures emphasizing the fax and mail-in options. As brochures are updated and reprinted, the stickers will be replaced with text integrated into the description of the permit process.

Related Recommendations (1)

R2

Raise awareness of fax-in and mail-in options as well as the on-line permit status through the website, brochures and signage (Recommendation 4);

F3

Improve accessibility to the website by creating better links from the County’s homepage. These links should reflect the Planning and Building Department function in the planning and permit process. Response: Concur. The County of San Mateo homepage has recently been updated as part of the Countywide reorganization and links to the Planning and Building Department have been improved. The Department is now directly accessed from the County homepage by its department name rather than through the name of a larger Agency. The link to the Planning and Building Department directly links to the “Permit Plan” tracking system and permitting processes. The Department’s “Permit Plan” tracking system includes information fields for in- house and third party agencies, such as special districts, that are responsible for reviewing and commenting on permit applications. Anyone can access this information on-line through the application number, site address, or assessor’s parcel number. Department staff is responsible for filling in all project status fields. The Department will coordinate with Accela, the service provider for “Permit Plan,” to upgrade the tracking system so that comments and documents received from third party agencies can be directly attached to the tracking system and applicants and interested parties thereby have access to more complete information. The Department also understands that it can improve its customer service by facilitating communication between applicants and third party agencies. To achieve this goal, the Department has hired a Permit Coordinator who is responsible for serving as liaison between an applicant and a third party agency. The Permit Coordinator informs third party agencies of timelines for comments and will assist in communicating the comments received from third party agencies to applicants. Although this is not an on-line solution, it does provide a County liaison between applicants and agencies so that communication during the permit process is enhanced.

Related Recommendations (1)

R3

Improve accessibility to the website by creating better links from the County’s homepage. These links should reflect the Planning and Building Department’s function in the planning and permit process (Recommendation 5); and

F4

Design and implement an in-depth survey to solicit recommendations from architects, contractors and homeowners for improving the permit process. Response: Concur. The Department will convene a focus group of selected customer representatives—architects, contractors and homeowners—to design and implement an in-depth survey that will be used to solicit specific recommendations for improving the permit process. This survey will include solicitation on how to design and implement an “Express Line” in the lobby as well as other ways to streamline the permit process. The Department will develop a workplan and budget, based on the focus group recommendations, by the end of June 2007.

Related Recommendations (1)

R4

Design and implement an in-depth survey to solicit recommendations from architects, contractors and homeowners for improving the permit process (Recommendation 6). The Grand Jury also recommends that the Board of Supervisors direct the Planning and Building Department to improve the information content available on-line to create a single access point for building permit applicants to review the status of their permit applications. If third party agency approvals are required for permit issuance, links should be created to the websites of the third party agencies or, if links are not available, information from the third party agencies received by the Planning and Building Department should be scanned and uploaded. COUNTY OF SAN MATEO Inter-Departmental Correspondence County Manager’s Office DATE: February 12, 2007 BOARD MEETING DATE: February 27, 2007 SPECIAL NOTICE: None VOTE REQUIRED: None TO: Honorable Board of Supervisors FROM: John L. Maltbie, County Manager SUBJECT: 2006-07 Grand Jury Response Recommendation Accept this report containing the County’s responses to the following 2006-07 Grand Jury report: Unfinished Business at San Mateo County Planning and Building Division Report. VISION ALIGNMENT: Commitment: Responsive, effective and collaborative government. Goal 20: Government decisions are based on careful consideration of future impact, rather than temporary relief or immediate gain. This activity contributes to the goal by ensuring that all Grand Jury findings and recommendations are thoroughly reviewed by the appropriate County departments and that, when appropriate, process improvements are made to improve the quality and efficiency of services provided to the public and other agencies.

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2. Raise awareness of fax-in and mail-in options as well as the on-line status through the website, brochures, and signage. Response: Concur. Signs have been posted in the Planning and Building lobby about the fax and mail-in option for applicable permits. The Department will update its website and brochures by June 2007 so that fax and mail-in options for applicable permits are emphasized. To meet this deadline, stickers will be added to pertinent brochures emphasizing the fax and mail-in options. As brochures are updated and reprinted, the stickers will be replaced with text integrated into the description of the permit process.

No recommendations for this finding

Additional Recommendations 2

These recommendations are not explicitly linked to specific findings.

R5
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Improve accessibility to the website by creating better links from the County’s homepage. • Links between the County’s homepage and Current Planning are not intuitive. A word search for “building permits” on the homepage will not link directly to Planning and Building or Current Planning. 2004-2005
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Immediately solicit written feedback from architects, contractors and homeowners on recommendations for improving the application process. • Planning and Building makes the generic “San Mateo County Cares” customer satisfaction survey available to applicants via the Internet and in printed form. The Grand Jury did not review the results of the surveys. • Planning and Building has not implemented a program to solicit recommendations from architects, contractors and homeowners for improving the permit process. Conclusions The County is reconfiguring and remodeling the physical premises of the DRC. It is creating a new Planning and Building Department as part of its government reorganization. The application process for building permits should be improved to make it as user friendly as possible. Planning and Building has responded to the need for better educated employees by implementing an ongoing formal training program. The Grand Jury commends this change and anticipates that a better trained staff will deliver more accurate and efficient services to permit applicants. Planning and Building does not maximize use of information technology and electronic communication. The planning process remains very paper intensive. The 2004-2005 Grand Jury concluded that Planning and Building had not taken full advantage of available technologies to improve operating efficiencies and communications with applicants. The Grand Jury has observed improvement in this Department’s use of facsimiles and electronically accessed databases, but the progress appears to be disjointed and not a priority. There is no single electronic database which can be accessed in real time by both the applicant and County employees to determine the conditions for issuance of a permit or the status of a permit application which includes third party correspondence and processes bearing on the permit approval. The Grand Jury commends the use of customer satisfaction surveys as recommended by the 2004-2005 Grand Jury. However, it appears that Planning and Building has not conducted a focused and in-depth survey of homeowners and building professionals to solicit ideas to improve the permit process. Recommendations The Grand Jury recommends that the Board of Supervisors direct the newly created Planning and Building Department to implement each of the following recommendations of the 2004-2005 Grand Jury previously accepted by the Board: 1. Create an express line in the Planning and Building lobby for simple permits (

Conclusions 1

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The County is reconfiguring and remodeling the physical premises of the DRC. It is creating a new Planning and Building Department as part of its government reorganization. The application process for building permits should be improved to make it as user friendly as possible. Planning and Building has responded to the need for better educated employees by implementing an ongoing formal training program. The Grand Jury commends this change and anticipates that a better trained staff will deliver more accurate and efficient services to permit applicants. Planning and Building does not maximize use of information technology and electronic communication. The planning process remains very paper intensive. The 2004-2005 Grand Jury concluded that Planning and Building had not taken full advantage of available technologies to improve operating efficiencies and communications with applicants. The Grand Jury has observed improvement in this Department’s use of facsimiles and electronically accessed databases, but the progress appears to be disjointed and not a priority. There is no single electronic database which can be accessed in real time by both the applicant and County employees to determine the conditions for issuance of a permit or the status of a permit application which includes third party correspondence and processes bearing on the permit approval. The Grand Jury commends the use of customer satisfaction surveys as recommended by the 2004-2005 Grand Jury. However, it appears that Planning and Building has not conducted a focused and in-depth survey of homeowners and building professionals to solicit ideas to improve the permit process.

No Responses Found 1

Government entities assigned to respond to this report. No response documents have been linked in our database.

San Mateo County Board of Supervisors Elected County Office