2016-536-Minutes for Meeting November 02,2016 Recorded 12/2/20161; 144
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DESCHUTES
NANCY BLANKENSHIP,FCOUNTY CLERKFICIAL S �J 10�6�5�6
COMMISSIONERS' JOURNAL 12/02/2016 02:45 58 PM
IlIIlIIII1IIIIIIIIIIIIII 11 III
2015-536
For Recording Stamp Only
Deschutes County Board of Commissioners
1300 NW Wall St., Bend, OR 97703-1960
(541) 388-6570 - Fax (541) 385-3202 - www.deschutes.org
MINUTES OF WORK SESSION
DESCHUTES COUNTY BOARD OF COMMISSIONERS
WEDNESDAY, NOVEMBER 2, 2016
Present were Commissioners Alan Unger, Tammy Baney and Anthony DeBone.
Also present were Tom Anderson, County Administrator; Erik Kropp, Deputy
County Administrator; and Dave Doyle, County Counsel. Attending for a portion of
the meeting were Chris Doty, Road; and Nick Lelack, Sherri Pinner and Peter
Russell, Community Development.
Chair Unger opened the meeting at 1:30 p.m.
1. Discussion of SDC (System Development Charge) Payment Plan - Grossman
Property.
Peter Russell provided a draft agreement that was part of a land use process in
2015. They have agreed to a ten-year payoff plan for the SDC fees. There will
not be a lien against the property because of the unique circumstances.
Commissioner Baney wants this to be clear so that a future Board does not
have to wonder about it.
Minutes of Board of Commissioners' Work Session Wednesday, November 2, 2016 Page 1 of 5
Chair Unger asked if having first position on a lien results in problems with
getting loans. Mr. Russell indicated that a long payoff is not usually seen; most
people pay it off quickly. There is interest charged, somewhat above current
mortgage rates at the time.
Commissioner Baney asked if this policy is even necessary anymore. Chris
Doty said it was a tool asked for by the building community. It has not been
used much because it is a rare situation. Mr. Anderson added that this is an
option to paying the costs up front, but is seldom used.
DEBONE: Move signature of the agreement.
BANEY: Second.
VOTE: DEBONE: Yes.
BAN EY: Yes.
UNGER: Chair votes yes.
2. Community Development Department Performance Management Program
Update.
Mr. Lelack said he has given this presentation to a variety of groups. It is a
continuation of a conversation from about a year ago regarding user fees.
With significant help, he has developed this further. All agencies are
experiencing high demand and a variety of different types of demands. What
the County is doing to measure performance is beyond what most are doing.
Some are things the Department has done for a long time but have been
improving on; other activities can be measured as well.
There is a variety of new challenges to handle now. Single-family home
permits, septic system permits and permits of all kinds have increased
dramatically. Code enforcement case numbers are also high and most of this
is not related to newly legalized marijuana businesses. People are moving in
from other areas and have different expectations. Land use application
numbers are high as well; and this brings on a higher number of appeals.
They are beginning to track customer interactions differently. Much is by
phone and e-mail rather than in person. They can track call times as well.
Minutes of Board of Commissioners' Work Session Wednesday, November 2, 2016 Page 2 of 5
Population has increased greatly and consistently over the years. There may
be 132,000 people in Bend in 2035 and 195,000 in 2065. The total population
for the County is projected at 249,000 in 2035 and 357,000 in 2065. This can
change based on a variety of factors.
Department revenue is the best it has been since 2008. FTE's are still a lot
lower than in 2007 (74 versus current at 43). This includes transferring a few
staff to the Health Department.
Cases are more complex now than ever before. The community is changing
dramatically and the public is more involved. They have questions and
concerns that can require a lot of research. Some entities limit the time for
customers at the counter to 20 minutes; after that they have to schedule a
pre -application meeting. Chair Unger asked if they could hire subcontractors
to answer some of the questions. Mr. Lelack said they don't have these
people available and can't give referrals.
There are more appeals and remands now, and they are much more
complicated. Some are highly public and require a great deal of staff time.
There has been some staff turnover, but mostly due to retirements. Training
takes a lot of time.
They department wants to recreate financial stability, provide quality customer
service, manage the regulatory process, and develop the organizational assets
and capabilities, and develop a performance management system.
Performance measures have to be established with targets and measurement
points over time. Providing quality customer service is important. They use
Facebook to get responses, along with mailed feedback to get more detail.
They created a scorecard to measure various performance issues. It is
important for internal and external use. They can drill down and determine
what individual staff is doing, to find any potential problems or bottlenecks.
Some things are not meeting the goal. This helps them determine where they
might need more or less staff time.
Minutes of Board of Commissioners' Work Session Wednesday, November 2, 2016 Page 3 of 5
It is challenging to balance the needs of the public with the required regulatory
process. Mr. Anderson said that they should be able to factor in travel time to
adjust these numbers. Mr. Lelack stated they want the inspector to spend an
adequate amount of time at each location.
Regarding voluntary compliance cases, the key is having a positive experience
with the customer. They do not want these to go to court.
The average number of applications per planner has greatly increased, to 126.
The highest it has been in the past is 104. Mr. Anderson asked if there is a way
to handle some of the work ahead of time to lower the time it takes for each
application. The target is 45 days but it is closer to 70 right now.
They need to maximize the value of their existing assets and resources. They
encourage electronic submittals of all kinds of documents to save time. A goal
is to get as much of this as possible, but there will always be customers who
can't or won't use this.
They need to develop decisions based on trends, and compare the different
aspects. They adjust for seasonal reasons or for new issues. The data needs
to be communicated to staff, the Board and the public. Decision -points will be
reached and some of those require Board interaction or budget adjustments.
They hope to measure other performance aspects, such as permit approval.
They want to prepare attractive and useful reports as well.
Commissioner Baney wants to be sure they are properly staffed. Chair Unger
said that it is hard to find good people to fill positions right now.
2. Other Items.
Mr. Anderson said that COIC has asked for a letter of support regarding the
190 concept for transit. Chair Unger noted that this is a governance issue and
he supports them going forward. Commissioner DeBone indicated he is not
supportive.
Minutes of Board of Commissioners' Work Session Wednesday, November 2, 2016 Page 4 of 5
3. Adjourn.
Being no further discussions, the session adjourned at 2:50 p.m. to go into
executive session under ORS 192.660(2)(h), pending or threatened litigation.
APPROVED this Day of
Deschutes County Board of Commissioners.
ATTEST:
1371NALE(bCil-M--
Recording Secretary
2016 for the
Alan Unger, Chair
Tammy Baney, Vic hair
/,C,aiti
Anthony DeBone, Commissioner
Minutes of Board of Commissioners' Work Session Wednesday, November 2, 2016 Page 5 of 5
Deschutes County Board of Commissioners
1300 NW Wall St, Bend, OR 97703
(541) 388-6570 - Fax (541) 385-3202 - https://www.deschutes.org/
WORK SESSION AGENDA
DESCHUTES COUNTY BOARD OF COMMISSIONERS
1:30 PM, WEDNESDAY, NOVEMBER 2, 2016
Allen Conference Room - Deschutes Services Building, 2ND Floor -1300 NW Wall Street - Bend
Pursuant to ORS 192.640, this agenda includes a list of the principal subjects anticipated to be
addressed at the meeting. This notice does not limit the ability of the Board to address
additional subjects. Meetings are subject to cancellation without notice. This meeting is open
to the public and interested citizens are invited to attend.
Work Sessions allow the Board to discuss items in a less formal setting. Citizen comment is
not allowed, although it may be permitted at the Board's discretion. If allowed, citizen
comments regarding matters that are or have been the subject of a public hearing process will
NOT be included in the official record of that hearing. Work Sessions are not normally video or
audio recorded, but written minutes are taken for the record.
CALL TO ORDER
ACTION ITEMS
1. Discussion of SDC (System Development Charge) Payment Plan - Grossman Property
- Peter Russell, Senior Planner
2. Community Development Department Performance Management Program Update -
Nick Lelack, Community Development Director
OTHER ITEMS
These can be any items not included on the agenda that the Commissioners wish to discuss
as part of the meeting, pursuant to ORS 192.640.
At any time during the meeting, an executive session could be called to address issues relating
to ORS 192.660(2)(e), real property negotiations; ORS 192.660(2)(h), litigation; ORS
192.660(2)(d), labor negotiations; ORS 192.660(2)(b), personnel issues; or other executive
session categories.
Board of Commissioners Work Session Agenda
Wednesday, November 2, 2016 Page 1 of 2
Board of County Commissioners
CDD PERFORMANCE MEASURES
AGENDA
Background
Where We Are Going
■ Strategic;
■ Fact Based;
■ Customer Service;
■ Engaged; and
■ Results Driven
Next Steps
11/14/2016
1
11'
12p16
2
2,500
2,000 1,832
1,727 1,757
1,500
1,000
500
0 --
All Building Permits
1,708
1,183
1,131 1,185
971
782
836
630 614 650
0) Ix (,)
o'>• coN.
et•
6›.
On -Site System Permits (New Install)
600
518
500
440 428 426
400 - –
300 —
200
100
0
231
159
85 70 72 go 86 111
iii
I, 'V
0), „
233
11/14/2016
3
600
500 489
400
300 —
200 —
Site Evaluations (Future Development)
545 549
419
100
0
202
221
123 127
104 101
87
61 73
"\
ns)N.tc/c)
400
350
300
New Code Enforcement Cases Opened
300
344
SZ
316
0
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
(YTD)
11/14/2016
4
11/14/2016
Land Use Applications
1,200
1,040
1,000 986 970
915 909
800
600 —
400 —
200
785 ,,,1`
690
607
465 418 429 450
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Land Use — Local Appeals
1
5
11
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
(YTD)
5
12
10
8
6
4
0
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
(YTD)
Land Use— LUBAAppeals
6
2
11
Planning Division Phone Call Volume
Number of Calls
30,000 •
25,000
20,000
15,000
11,048
10,000
5,000
0
i822
25,452
22,550
tie tie '1' tik
,s,
1200-- •
1000
800
600
400
200
0
CaII Time (Hours)
1,051
tie tie tio
tiff ti� ti° ti�
11/14/2016
6
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
Population
357,345
339,815
304,012
267,798
230,412
190,734
170,606
157,211
23,100 30,442
115,367
74,958
62,142
1960 1970 1980 1990 2000 2010 2015 2020 2030 2040 2050 2060 2065
Coordinated
Population
Forecast
Deschutes
County
Population
2015 2035 2065
BEND: 85,737 132,209 194,793
RURAL: 53,151 69,627 84,719
REDMOND: 27,715 39,812 64,785
SISTERS: 2,315 4,375 7,212
LA PINE: 1,687 3,014 5,836
TOTAL: 170,606 249,037 357,345
11/14/2016
7
10.14
•
REVENUE IN MILLIONS
11/14/2016
8
80
70
STAFFING LEVEL (in FTE's)
74
72
60
62
59
60
SO
40
30
20
4
•
43
•
33 4 3,6//
29
• •-•-•`"
29
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<<AN.
NOTE: 7 employees transferred to Health Dept. in 2011
orry for the inconve fence
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built in a day
we would have
used the same
contractor
Complexity of cases (easy lots developed)
First Impression
Dramatically changing community
Public inquiries:
Significant increase in emails & calls over 5-10
years ago (general and case specific)
Questions often require extensive research
Counter customers — though fewer — require up
..- to 1 hour meetings
Appeals / Remands
Staff turnover
Multiple cases requiring extraordinary
resources (i.e., Lower Bridge, Widgi, KCDG,
Caldera, Tree Farm, solar farms, marijuana)
Code enforcement coordination
11/14/2016
9
Improving
Performance
WHAT GETS MEASURED GETS MANAGED
How We
Started
Re-establish financial
stability & create
"operating plan"
Hired Capital
Accounting Partners
to conduct first
Comprehensive User
Fee Study & 5 -Year
Operating Plan
Operating Plan largely
become performance
managements stem
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10
11/14/2016
Mapping Our Visio
to:
• Staff;
• Board; and
• Customers
Adopted from The Balanced Scorecard, Robert Kaplan and David Norton, Harvard Business School Press, 1996
Communicating Strategy, Performance,
Mission...
Innovation Through Clear Measures of Performance
System Capacity Constraints
• Set upper limits;
• Lower limits; and
• Set performance targets.
11/14/2016
11
Performance Measure?
80
70
60
50
40
30
20
10
0
Planning Applications Completed (days)
75-
1 2 3 4
6 7 8
Performance Measure?
Planning Applications Completed (days)
80
70
60 Target
50
40 Lower Limit
30
20
10
0
Upper Limit
50
1
75
1 2 3 4 5 6 7 8 9
11/14/2016
12
Provide Quality
Customer Service
INNOVATING TO IMPROVE THE CUSTOMER
EXPERIENCE
Measuring Customer
Experience
11/14/2016
13
Customer Service Feedback
Please Leave us Feedback!
What was your °mall impression of our S011fiCe today?
Por
Please rate our:
Timeliness:
Graaf
Submit
Community Development
Customer Feedback
Fiscal Year 2015-2016
Survey Measured on a 3.00 Scale (1 = Poor, 2 = Good, 3 = Great)
Overall Timely Respectful Knowledgeable Total Surveys
December 2.92 2.90 2.92 2.88 52
January 2.85 2.82 2.89 2.86 73
February 2.96 2.95 2.99 2.96 84
March 2.98 2.89 2.96 2.93 90
April 2.96 2.92 2.96 2.94 93
May 2.94 2.85 2.96 2.92 85
June 2.91 2.84 2.94 2.91 110
Responses increased from 50-90 annually to over 500
11/14/2016
14
Monitoring Performance Objectives: Scorecard
Deschutes County Community Development
Performance Measures - Customer Perspective
7/1/2015 To 6/30/2016
Meeting Target
Within Range .0 Not Meeting Target
Residential Plan Review Turnaround Time - Number of Days
eSdorapielea
Inspec0on Request Completed By Inspector On Day Requested By Customer
- Em§cnmentsl; Sols Oh�bion; - ' :
97.7%
IPre-Cover Inspection Request Completed By mspectorOn Day Requested By Customer
Deschutes County Community Development
Customer Perspective - Meeting The Customer's Needs
By meeting our regulatory requirements, we will assist in the development, enhancement and preservation
of a safe, sustainable, and livable community.
Division: Planning Division
Objective: The purpose of measuring land use application processing tum -around time is to ensure that customers
are receiving prompt and timely decisions. Deschutes County's expectation is that Administrative Determination land
use applications without prior notice are processed within 21 days, while state statute requires the applications be
processed within 150 days.
401
Upper tam
July 01, 2015 To June 30, 2016
Administrative Determination Without Prior Notice
a
July
September movember Jemmy March
August odober December rebmaty AO
=IC sli
May
June
11/14/2016
15
i
Land Use Decisions
Without Prior Notice Processing Time
7/1/2015 To 6/30/2016
Staff list
Total
10/17/2016 9:27:34 AM
Planning Applications Average Days
Processed To Complete
25 30.1
32 16.8
31 21.8
13 20.2
39 7.9
6 27.2
1 1.0
1 7.0
7 7.6
13 34.5
21 26.7
189 20.2
Meeting Performance Measure of 14-35 Days:
Deschutes County Community Development
Customer Perspective - Meeting The Customer's Needs
By meeting aur regulatory requirements, we will assist in the development, enhancement and preservation
of a safe, sustainable, and livable community.
Division: Planning Division
Objective: The purpose of measuring land use application processing tum -around time is to ensure that customers
are receiving prompt and timely decisions. Deschutes County's expectation is that Administrative Determination land
use applications with prior notice are processed within 45 days, while state statute requires the applications be
processed within 150 days.
July 01, 2015 To June 30, 2016
Administrative Determination With Prior Notice
150-
120-
eeatembe Narcmbar January Maroh May
Aupud Odober December rebar April June
■
11/14/2016
16
Deschutes County Community Development
Customer Perspective - Meeting The Customer% Needs
By meeting our regulatory requiem . we mil assist MIM development, enhancement and preservation
of a sate, sustainable, and livable community
DMston: Bud., Onnsion
Objective: mason a olg dry toraEWdng Nso a o* to be completed. Wale Df *.fl.CC.o r sgoNoes all
wymmtocomplete
revdemul Om renew mt. 5 drys of the epplicabon being aaep ed
July 01. 2016 To June 30, 2016
Residential Plan Review Turnaround Tlme
Building Plan Review Turnaround Time
Staff list
Building Division Residential Plan
Review Turnaround Time
7/1/2015 To 6/30/2016
9/152016 7:07:44 AM
Building Plan
Reviews Completed
Avg. Tumaround Avg. Tumaround
Time (Hours) Time (Days)
340 77.61 9.70
9 73.86 9.23
788 74.54 9.32
10 12.97 1.62
1147 74.91 9.36
Meeting Performance Measure of 5 Days or Less:
Building Plan Review Turnaround Time
11/14/2016
17
Managing
Regulatory
Processes
INNOVATING TO IMPROVE BUSINESS PROCESSES
Monitoring Performance Objectives: Scorecard
Deschutes County Community Development
Performance Measures - Internal Processes
7/1/2015 To 6/30/2016
0 Meeting Target
%Whin Range
0 Not Meeting Target
Achieving Voluntary Compliance
Resolving Cases within 12 Months
11/14/2016
18
Deschutes County Community Development
Internal Process Perspective - Meeting Regulatory Processes
by meeting our regulatory requirements, we wit assist el the development, enhancement, and preservation
of a safe, sustainable, and livable commuruly
Division: Code Enlorcement
ol County
resolved with voluntary cumuliy*: This measure ance are bang measured been adopted by the to etemnne the Commissioners.
between the node vIolatorand
county staff. A nwumum of 75% col cases closed uith voluntary complwKe is veal
July 01, 2015 To June 30. 2016
Cases Restored WM Voluntary Compliance
ury
.1.11W JamiNn, 1,1140
Aug. Ode. DowilW aimar,
May
Code Enforcement—Voluntary Compliance
130
120
110
100
90
80
70
60
Average Number of Applications Per Planner
•
99 102
104
9
•
9
113 110
107 7•`'_•
s
4
90
71
68 66
a03 JOQ toy 106 ,0 ,0`� ye ,'S. 11 1ti , y3 , yA 1y y6
Q Q Q F F F F Q F Q Q F F
11/14/2016
19
Developing
Organizational
Assets &
Capabilities
CREATING A CULTURE OF SERVICE, INNOVATION,
AND CHANGE
Monitoring Performance Objectives: Scorecard
Deschutes County Community Development
Performance Measures - Internal Organizational Assets
7/12015 To 6/30/2016
0 Meeting Target VSthin Range
0 Not Meeting Target
11/14/2016
20
Deschutes County Community Development
Internal Organizational Assets
By meeting our regulatory requirements, we will assist in the development, enhancement, and preservation
of a safe. sustainable. end livable community.
Division: Building
Objective: Thu measure has been adopted by the Board of County Commissioners. The target for the percentage of
budding permits applied for electronically is 60%. While the upper limit is 60%, the lower limit is 20%. Encouraging
patrons to purchase permits online creates shorter wad times and allows for more efficient processing times.
July 01, 2015 To June 30, 2016
Percentage of Building Permits Applied for Electronically
29%•
Ilaw lma
July SMaNw xewnbx
.001151 Decern.
2015
January
Mara May
Jon.
- -2016
Developing the
Performance
Management
System
DECISION MAKING STRATEGY & NEXT STEPS
11/14/2016
21
Decision Making
Strategy
Evaluate rolling 12 -Month Trend Data
Compare to permit/inspections & financials
Adjust for seasonal & economic fluctuations
Unique circumstances?
Communicate & engage
Decisions
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Efficiency and/or quality process improvements
Operational efficiencies
Resource allocations
Budget proposal and/or amendments
Next / Ongoing Steps
• Engage staff, Board & customers to
embrace the system
• Add & update performance measures
• Prepare reporting tools
® Create dashboard
® Continue to involve Board, staff &
customers to refine measures & decision
making
Performance Measurement
Dashboard
11/14/2016
22
Board of County Commissioners
CDD PERFORMANCE MEASURES
11/14/2016
23