Development Services Review. Final Report. Zucker July 2016

Table of Contents

I. EXECUTIVE SUMMARY ................................................................................. 1

A. B ACKGROUND ..................................................................................................... 1 B. K EY P RIORITY A REAS ......................................................................................... 1 1. F INANCIAL I SSUES .................................................................................................. 1 2. M ANAGEMENT I SSUES ............................................................................................ 2 3. P ERFORMANCE S TANDARDS ................................................................................... 2 4. P ROCESS I SSUES ...................................................................................................... 3 5. S TAFFING I SSUES .................................................................................................... 3 6. TRAK I T ................................................................................................................. 4

II. BACKGROUND AND PURPOSE..................................................................... 7

A. T HE C ONTRACT ................................................................................................... 7 B. B ACKGROUND ..................................................................................................... 7 C. A REAS OF S TRENGTH .......................................................................................... 8 D. F INDINGS AND R ECOMMENDATIONS ................................................................... 9

III. ISSUES FOR ALL FUNCTIONS .................................................................... 17

A. C USTOMER S ERVICE S URVEYS .......................................................................... 17 B. E XPEDITED P LAN R EVIEW ................................................................................. 18 C. F INANCE I SSUES ................................................................................................ 18 D. O FFICE S PACE .................................................................................................... 22 E. O RGANIZATION ................................................................................................. 23 F. T ECHNOLOGY .................................................................................................... 26 G. T ELEPHONE C OVERAGE .................................................................................... 30 H. T RAINING .......................................................................................................... 31 I. W EBSITE ............................................................................................................ 31

IV. BUILDING DIVISION ..................................................................................... 35

A. P ROFILE ............................................................................................................. 35 B. P OSITIVE P OINTS /A REAS OF STRENGTH ............................................................ 40 C. O RGANIZATIONAL I SSUES ................................................................................. 40

Morgan Hill, California

i

Zucker Systems