Citygate completed an organizational and functional analysis of the Department of Planning and Land Use (DPLU) and associated land development services to ensure the most efficient use of staff time and resources, improve customer service, improve the quality and completeness of work, and ensure that the land development process promotes safe and livable communities. To accomplish these objectives, Citygate analyzed the policies, procedures, management, and operations of the programs and designed improvements for the future. Permitting processes included the provision of all utilities and also involved the engineering functions within the Public Works Department and the Land Development Division. As part of Citygate’s review, an employee survey was conducted, as well as a customer survey, and recommendations were made for improving the Department’s existing customer satisfaction survey forms. Many challenges affected the DPLU, including a need to streamline internal processes and provide seamless processing as permits moved between departments and agencies, create more reliable and predictable regulatory outcomes, improve staff productivity and accountability, and enhance relationships within the development community, with local residents, and with special interest stakeholders. Citygate provided nearly 80 recommendations to improve organizational capacity and clarify strategic direction; provide appropriate performance measurements to monitor productivity of customer service delivery, the organization as a whole, and individual staff; reorganize the structure to better align reporting relationships and decision making and to streamline processes; and identify opportunities to generate more revenue to offset operating costs. Citygate’s recommendations enhanced organizational productivity and prepared the Department for significant downsizing.