Citygate completed a fees/charges and cost recovery review for the following Community Development Department programs in Clark County, Washington: Building Safety, Permit Center, Development Engineering, Fire Marshal, Land Use Review, Wetland and Habitat Review, and Administration (includes business technology). The goal of this study was for Citygate to review the overall financial operation of Department programs and provide recommendations for revenue enhancement (fees and charges review) or cost reduction to help make the Department operation more self-supporting, achieving full cost-recovery if possible. Citygate assessed the impact and resolution of fee latency (delayed or lost) for receiving revenues (primarily applicable to Wetland and Habitat Review and Land Use Review programs).

Citygate evaluated the permit center operations of the Community Development Department of Clark County, Washington. As part of this study, Citygate analyzed the practices of the Department from the viewpoint of its stakeholders and customers, evaluated internal procedures, reviewed employee development, and examined the current budget and funding levels.

Citygate conducted an organization analysis of Clark County’s Permit Services Division of the Community Development Department. The objective of the study was to analyze the policies, procedures, management, and operations of the Permit Services Division and to make recommendations for improving the development and permitting related services provided by the County to its citizens and stakeholders. To accomplish this objective, we evaluated the Permit Services organizational model and management systems, organizational relationships, allocation of employees and other resources, data management, personnel management and training, records management, communications, information systems, facilities and equipment, fiscal management, relationships with citizens, employee morale, and related aspects to determine if these are in alignment with the departments’ mission and policies.

Citygate conducted a Performance Audit of the Community Development Department. The study included the divisions of Long-Range Planning, Customer Service, Development Services, Building, Engineering, Fire and Code Enforcement. Citygate analyzed cost for service and made appropriate recommendations. As part of Citygate’s review, an Employee Survey was conducted as well as a Customer Survey. The goal of the project was to provide recommendations to support increased efficiencies, effectiveness, timeliness, and customer service. The review focused on performance measurement, fee methodologies, staff development, and process streamlining. This study was followed by a strategic planning project using performance information from the first study to create a 5-year strategic plan for the affected Departments. In September 2002, Citygate was commissioned to re-administer the Customer Survey to determine if customer service and perspectives had improved since the implementation of our recommendations. The results indicated that customer satisfaction had increased as a result of the implementation of recommendations to increase customer service.