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.

Provide guidance to the Lee County Community Development Director in the area of state-of-the-art technology support for community development functions, including but not limited to document management, electronic permitting, and review of best practices in other comparable jurisdictions with similar levels of activity.

Citygate completed a Citywide management audit for the City of Pinole, California. The project was conducted at the initiative of the City Council and emphasized the establishment of performance measures for each Department and division of the City, including Public Works, Community Development, Planning, Building, Redevelopment, Administration, Finance, Personnel, Police, Fire, and Sewer Treatment. Citygate also formulated recommendations to improve the efficiency and effectiveness of the City. Included in the project was the evaluation of the City’s financial stability and measures to improve the health and vigor of the City’s finances. As part of this analysis, Citygate also reviewed the adequacy of the City’s cost-recovery methodology.

Citygate conducted a Citywide management audit for the City of Glendora, California, including the Police Department. The study culminated with recommended ways in which the City organizational structure can better serve the community and be more user friendly. The study further determined the extent to which the members of the City employee structure take advantage of appropriate training, equipment, and technology and whether there might be more efficient implementation of technological advances. The study also recommended cost savings and restructuring to permit funding of capital requirements. The following Departments were also included in the study: Community Services, Public Works, Administration, City Clerk, Finance, Planning, and the Public Library.

Citygate assessed critical land development processes, including Environmental Review, Improvement Plan Check, Building Plan Check, and Final Map Approval Plan Check for Placer County’s Land Development Departments. This assessment involved working with department heads, senior managers, staff, and key stakeholders to review operation, organization, and staffing issues that affect the effectiveness, efficiency, and timeliness of the permitting process. This assessment resulted in approximately 50 recommendations and an Action Plan for their implementation.

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.

Citygate conducted a comprehensive performance review of the Community Development Department for Modesto. Citygate assessed the efficiency and effectiveness of the Department’s activities, particularly those in the Building and Development Services and Planning Divisions that relate to the review and approval of land use development and building permits. We evaluated the use of performance measures in the Department, and examined the methodology used to determine the cost of services provided by the Department. In key functional areas, we also surveyed and compared the Department to comparable agencies where benchmarking and the identification of best practices were helpful. As part of its review, Citygate conducted separate surveys of Building customers and Planning Department customers. Citygate focused on the dynamics of rapid growth that can cause the workload of a community development department to increase dramatically, thereby challenging the existing departmental resources, management systems, and service levels.