174 / 194
Morgan Hill, California
168
Zucker Systems
Approvals
94% of applicants had their projects approved.
Specific Positive Responses
Questions 16 and 22 had positive responses above 85% for all three functions finding
that all staff was
courteous
(Q16) and aware of and utilize available City information
that is
online
(Q22).
Building
Of the other 18 questions, building had positive responses above 85% for all but three
questions, 4, 13, and 17.
Q4. I
understand
the City’s Development Review and Plan Check processes. They
are straightforward and not unnecessarily cumbersome or complex, 22% negative
responses.
Q13. The
turnaround time
for review and approval or disapproval or my application
was not any longer in Morgan Hill than other cities or counties where I have filed
applications, 25% negative.
Q17. The
conditions of approval
or plan check corrections applied to my project
were reasonable and justified, 19% negative.
Although these three question exceed our 15% negative threshold they are 25% or
less. Overall the data would conclude that customer service by Building is quite good.
Engineering/Public Works
Engineering had many negative responses on 15 of 18 questions, 4 exceeding our
15% negative, 6 exceeding 25% and 5 exceeding 40%. These are some of the worst
scores we have seen in our many studies.
Q4. I
understand
the City’s Development Review and Plan Check processes. They
are straightforward and not unnecessarily cumbersome or complex, 53% negative
responses.
Q9.
Plan checking
is complete and accurate. Additional problems did not surface
later that should have been caught in the initial review, 40% negative.
Q10. Services were completed by the
date promised
, 67 % negative.
Q11. The City’s promised
delivery dates
are reasonable and acceptable, 44%
negative.