Building Permit and Subdivision Process – Sheridan, WY
This comprehensive review looked at the functions of Building, Planning, Engineering, Fire and Utilities. Two customer focus groups were used. The report included 96 recommendations with five key themes.
Client: Mayor

City-County Planning Department Customer Service Assessment – Winston-Salem & Forsyth County, NC
This work included four customer focus groups, a mail survey to development applicants and another mail survey to people related to general planning activities. Twenty six recommendations for improvement ser made.
Client: Planning Director

Building Permit Fees – Tulare County, CA
New building permit fees were established. Two follow on contracts up-dated the fees and checked them against actual revenue.
Client: Resource Management Agency

Analysis of Development Process – Fremont, CA
This comprehensive study included the Development Organization, Engineering, Planning, and Transportation. Three focus groups were used along with a mail survey to applicants. Seven themes were used to group 130 recommendations for change.
Client: Director of Community Development Department

Development Approval/Permit Process – Troy, MI
Functions studies included Building, Planning and Engineering. The work included three focus groups, a mail survey to development applicants and a second mail survey to homeowner builders. The 102 recommendations focused on technology, reducing timelines and budget and fee issues.
Client: Planning Director

Implementation of Performance Audit – Los Angeles, CA
This work consisted of direct advice to the Director of Planning and department management on implementation of recommendations from the City Controller.
Client: Los Angeles Planning Director

Review of Planning, Zoning & Development Review Processes – District of Columbia
This was an extensive study designed to determine if the District should create a Planning Commission, how to best implement the Comprehensive Plan, and how to streamline the development process. The work included 10 small group discussions with developers and architects, interviews with City Council members and a survey of planning in  the nations 50 largest cities. Fourteen Federal and District agencies were reviewed resulting in 94 recommendations.
Client: District of Columbia Office of Planning

Building Division Review – El Cerrito, CA
This was a brief review of the building permit and inspection process. It resulted in ___ recommendations.
Client: Community Development Director

Workflow Study – San Antonio, TX
San Antonio has an integrated permitting department. This study looked at all the permitting functions and made 214 recommendations for improvement. Five customer focus groups were used along with a mail survey to eight boards and commissions. Various meetings were held with a staff of 195.
Client: Development Services Department

Assessment of Entitlement/Development Processing Activities – Huntington Beach, CA
The review looked at Building, Planning, Public Works, Engineering and Transportation. The 107 recommendations focused on inter-department coordination and permit timelines. Space issues were also analyzed for a One Stop function. Three focus groups and a mail survey were used as part of the study.
Client: City Manager

Organizational Assessment of Regulatory and Enforcement Functions – Bridgeport, CT
This was a sub-assessment that took place as part of a larger preparation of a new Master Plan of Conservation and Development. Ninety recommendations focused on technology, organization, staffing and fees. Major recommendations were also made to up-grade
Client: Office of Planning and Economic Development

Evaluation of Development Engineering Review Process – Queen Creek
The focus of this study was on staffing and process issues. The study included benchmarking with five other communities, one focus group and a mail survey. Sixteen recommendations for changing staffing and processing were made.
Client: Community Development Director

Lobby Wait Study – Pierce County, WA
This was a follow on study to two more comprehensive studies completed earlier for Pierce County development processes. The specific goal was to reduce counter wait times to no more than 20 minutes. Forty six recommendations including a re-design of the lobby were developed in order to achieve the goal.
Client: Pierce County Performance Audits

Planning Department Audit – Cayman Island Government
The study focused on the building and planning functions, however five related departments were also reviewed. Three focus groups and an extensive mail survey were used. One hundred seventy recommendations were adopted by the Ministry who then hired Zucker Systems half time for six months to assist with implementation.
Client: Ministry of District Administration

Improved Intra-Regional Collaboration – Transportation Planning Agency, Napa County, CA
The study was designed to review a number of regional agencies with the thought of merging some or all of them. It included outlining a variety of organizational options and best practices.
Client: Transportation Planning Agency Executive Director

Operations and Service Levels Work Flow Study for Planning and Building Services Department – Richmond, CA
The initial study included two focus groups and two mail surveys. The 127 recommendations focused on technology processes and management. Following this work the City hired Zucker Systems to help select permitting software and to assist the City in implementing the various recommendations.
Client: Director, Planning and Building Services Department

Assessment of the Department of Planning – Maui, HI
The study was initiated by the Maui County Council to assess the Department’s ability to meet the goals of the Mayor’s budget. Three focus groups and an extensive mail survey were used. The 128 recommendations focused on management issues, timelines, policies and enforcement activities.
Client: Office of Council Services

Operational & Organizational Review for Community Development Planning Division – Ashland, OR
Two focus groups and an extensive mail survey were used as backdrop to 83 recommendations. Key issues included the need for mission clarification, developing better work programs process changes and enforcement.
Client: City Administrator

Development Department Fees – Fort Worth, TX
This study set new fees and fee approaches to building and planning fees. This was a follow on study to prior analysis of the City’s development processes.
Client: Development Department

Review of Building Permit Process – Lake Forest, IL
Three focus groups and an extensive mail survey were used to supplement extensive internal analysis resulting in 57 recommendations. Issues included the need for a Certified Building Official, empowering employees, and the need to accelerate engineering reviews.
Client: City Manager

Community Development Management Review – Inglewood, CA
This study included Building and Safety, Code Enforcement, Economic Development, Planning and Zoning and Redevelopment. An extensive mail survey was used. The 102 recommendations focused on setting a clear policy direction for the City, improving relations between divisions as well as between staff and the City Council and filling vacant positions.
Client: City Administrator

Organization and Staff Analysis for Planning and Community Development Department – Merced County, CA
This internal study set specific organizational structure and staffing levels for 11 key functions. The 67 recommendations set staffing and management levels and expanding revenue for the functions. This was a companion study to a broader organizational study conducted three years earlier.
Client: Planning and Community Development Department Director

Land Use Operational & Organizational Review Project – New Canaan, CT
This study was initiated by the Town’s First Selectman. The work included two focus groups, a mailing to 1,500 applicants and meetings with the Planning and Zoning Commission and the Environmental Commission. The 67 recommendations focused on staffing, interpersonal relations and organization change.
Client: First Selectman

Staffing & Fee Analysis for Stormwater Management Commission – Lake County, IL
This was a follow on study to a comprehensive study of all development related Lake County departments. The study set specific staffing levels, fees, along with 15 recommendations for change. Two focus groups were used.
Client: Stormwater Management Commission

Development Process Study – Fort Worth, TX
This study of Fort Worth’s various development processes was unusual in that it was funded by the Fort Worth Chamber f Commerce. It included two customer focus groups an extensive mail survey to 2,100 applicants and individual interviews with 17 organizations that had funded the study. The 165 recommendations indicted that timelines were too long and many of the functions were short staffed. Changes to the organization and management were also recommended.
Client: Chamber of Commerce

Organization Review of Planning & Development Services Department. – College Station, TX
This was a brief study of the program which included two focus groups and staff training. It resulted in 36 recommendations with an emphasis on consistency and decision making.
Client: Director of Planning & Development Services and the City Manager

Planning Consolidation Feasibility Study – Teton County & Jackson, WY
This study included extensive on site work meeting in on-on-one meetings with all elected official, interviewing staff and conduction two focus groups with community leaders.
Client: Jackson Town Council & Board of County Commissioners

Cost of Services Study for Building, Plan Check, Inspection – Tulare County, CA
This study set all fees moving from the use of valuation tables to true costs for each plan check and inspection category.
Client: Assistant County Administrator

Development and Permitting Process Improvement Study – Lincoln, NE
The departments of Building, Planning and Public Works were part of this study. Six focus groups and a mail survey to 940 applicants were used. The 67 recommendations looked at how Executive Orders were handled, lack of coordination in Public Works and Utilities and decision relations to the Mayor.
Client: Mayor

Performance Audit of the Department of City Planning’s Case Processing Function – Los Angeles, CA
Zucker Systems served as a sub-consultant to the Los Angeles Office of the Controller. Twenty nine recommendations included Workflow& Structure, Guidance & Standards, Public Hearings, Technology, Performance Reporting, User Fees, and Cost Recovery. Zucker Systems had completed a similar study for Los Angeles some 14 years earlier.
Client: City Controller

Development Review and Plan Checking Process – Fairfield, CA
The development review and plan checking process for Building, Engineering and Planning were the focus of the study along with the relation to Redevelopment. Four focus groups and a mail survey were a part of the study. Eighty three recommendations highlighted the slowness of reviews in Engineering, the need for a unified permitting system, and the need for fee approaches to meet State guidelines.
Client: City Council

Development Process Study – McAllen, TX
Two customer focus groups and a mail survey were part of the methodology for this study. Functions studied included Engineering, Fire, Health, Inspections, Planning and Public Utilities. The 83 recommendations indicated the need for improved technology, moving from a sequential to concurrent process for building permits and changes to the subdivision process.
Client: Administrator/Director of Bureau of Urban Development

Peer Review of Development Permitting Process – Queen Creek, AZ
The functions of building, planning and engineering were a part of this study. Sixty four recommendations highlighted the need for more staff, how to shorten processing timelines, and the need for improved technology.
Client: Community Development Director

Evaluation of Development Permitting Process – Pierce County WA
This was a major study involving 146 employees and four customer focus groups. Functions included Building, Current Planning, the Development Center, Development Engineering, Resource Management, Fire, Health Department and Public Works. Findings were benchmarked against four other communities. On hundred ninety recommendations set specific performance standards, changed the Development Center, added staffing and set forth a specific implementation budget designed to remove a backlog of applications.
Client: County Performance Audit Committee

Review of Development Process & Customer Service – Benicia, CA
In addition to two focus groups and a mail survey to applicants for plan approvals, the study also included a mail survey to people impacted by proposed development. Part of the review included recent reorganization combining building, planning and the Fire Marshal. The 52 recommendations included changes to Commissions, process changes, policy clarification and changes in staff roles.
Client: Community Development Director

Review of Development Permit Process – Downey, CA
A major focus of this study was Economic Development. Other related functions included Building, Fire, Planning and Public Works Engineering. Work included two focus groups and a mail survey of applicants. The 93 recommendations included improved communications, adding selected staff positions, and completing comprehensive first reviews.
Client: Community and Economic Development Department

Quality Improvement Plans for The Development Review Process – Fort Collins, CO
Nine separate focus groups were used as part of this study. Fifty four recommendations highlighted how to approach development with a split City Council, the need to change a so called 90% Rule, and the over specialization of many of the review functions.
Client: Director of Current Planning Department

Evaluation of Building & Safety Division – San Carlos, CA
One focus group and a mail survey were part of this study. The 57 recommendations set a program to substantially shorten timelines for plan check and to perform next day building inspections. Clarity to the code enforcement program was also found to be necessary.
Client: City Manager

Customer Service Training and Mini Process Assessment – Washoe County, NV
A number of training sessions were held including one with the Assistant County Manager and nine Directors from Permits Plus functions. Staff training included Moments of Truth exercises and how to establish a customer service program.
Client: Director of Community Development

Planning Department Review – Columbus, IN
This work examined the relation of the Mayor, Common Council and Bartholomew County Commissioners. Extensive external interviews were completed. The 22 recommendations indicated the need for better leadership in the Planning Department as well as the need to clarify City/County relations.
Client: Columbus Mayor

Planning & Development Services Study – Henry County, GA
Three separate mail surveys and three focus groups were used as a backdrop to this study. The 140 recommendations indicated the lack of staff for selected function, and the need to improve the quality of the reviews.
Client: County Administrator

Program Review & Competitive Assessment – Peoria, AZ
This comprehensive study included Building, Fire, Engineering, Utilities, and Planning and Zoning. The work included one survey sent to planning customers and another two building customers. Three focus groups were also used. The 164 recommendations Issues included the shortage of staff, lack of communication between departments, the need for new performance standards, and most importantly the need to develop a fiscal impact and cash flow model for the numerous development agreements.
Client: City Manager

Community Planning Assessment – Chula Vista, CA
This study was developed to determine the effectiveness of the Community Planning processes. Based on staff interviews, a look at records and processes and feedback from one focus group, the report made 30 recommendations to improve the program.
Client: Department of Planning and Building

Evaluation of Environmental Review Processes – Chula Vista, CA
This study looked at the effectiveness and efficiency of the environmental processes. Two focus groups were used in addition to detailed charting and review of records. Thirty one recommendations were made to improve the processes.
Client: Department of Planning and Building

Development Services Study – San Jose, CA
This was a major study that included Building, Planning, Fire, Public Works, Redevelopment, Economic Development, Transportation and Housing. Processes were benchmarked against six other communities. Work included two mail surveys and two focus groups. This was a major follow on study to four other more limited studies that had been completed for the City. Three hundred and twenty recommendations started with a clear strategy (Performance measures, adequate staffing and fees). Also found to be of major importance was the relation between Planning and Redevelopment.
Client: Deputy City Manager

Review of the Building Division – Douglas County, CO
This work was based on two focus groups and extensive employee interviews. Fifty two recommendations suggested reorganizing the inspection functions, the need for more professional staff certifications and the need for better communication and training.
Client: Director of Community Development

Review of Building & Safety Consultant Services and Operations – City of Commerce, CA
The City of Commerce contracts with the County of Los Angeles for building permit and inspection services. This study was designed to determine if the City should continue with these contract services. The study included that the relation should continue but with 12 specific recommendations for improvement.
Client: Assistant Director of Community Development

Evaluation of the County’s Permit and Development Review Processes – Lake County, IL
This multi-department study included Building and Code Enforcement, Engineering and Environmental Services, Environmental Health, Planning, Public works, Stormwater Management. and Transportation. Four focus groups were used and eight different mail surveys were sent to over 2,000 customers. The 197 recommendations included 77 quick fixes, 67 time savers and 121 recommendations internal to the various functions. Part of the study included examination of co-locating functions into a One Stop permit center.
Client: County Administrator

Cost of Services Study for Development Processes & Indirect External Cost Analysis – Palm Desert, CA
This study set fees for Building and Safety, Fire, Planning and Public Works. The study also analyzed  indirect costs for all of the city’s line programs and created a financial model for future use.
Client: Deputy City Manager

Organizational Audit, Planning & Development Department, Planning Division – Eugene, OR
Three focus groups were used along with numerous detailed staff interviews and document review. The 56 recommendations included 13 high priority recommendations focused on clarifying the planning approach in Eugene, and making numerous changes to the permit processes.
Client: Planning and Development Department Executive Director

Customer Service Audit – Henderson, NV
This study focused on the planning functions and included two focus groups. Sixty one recommendations were summarized into seven key points. Of major importance was getting the Community Development Departments mission in concert with the City’s Strategic Plan and noting that the City’s Comprehensive Plan has not proven to be an effective guide to the City’s future.
Client: Director of Community Development

Organization Review, Planning & Development Department – Denton, TX
This review included Building, Engineering and Planning. Individual interviews were conducted with all staff along with two focus groups of customers. Fifty six recommendations included changes to all three divisions. Numerous recommendations were made in relation to the timing and quality of reviews.
Client: City Manager

Organizational and Development Process Review – Los Gatos, CA
This was primarily a staff retreat with input from one focus group. Eleven recommendations were made.
Client: Community Development Department

Management Audit of the Los Angeles County Department of Regional Planning – Los Angeles, CA
Zucker Systems served as a sub-consultant to Strategica for this study. Sixty recommendations include the suggestion to decentralize the regulatory planning to match the decentralized building function.
Client: County Audit function and Strategica

Study of Planning and Building Department – Monterey County, CA
This was an unusual study. Once it got underway it became clear that the County functions needed more than a study and Zucker Systems was hired to begin implementation as well as a study. Part time Zucker Systems staff spent several day a week over six months resulting in an improved operation.
Client: County Administrator

Customer Service for Development –Related Processes, Redding, CA
This study included Building Engineering, Planning and Economic Development. Two customer focus groups and a mail survey to 1,300 customers was used. Forty eight recommendations included getting clarity on standards and guidelines shortening timelines in Planning and Engineering and improving permitting technology.
Client: Economic Development Director

Fee Study – Orange County Fire Authority, CA
The fee study examined fees for Planning and Development Services and Inspection Services. Fees apply to 23 member agencies.
Client: Deputy Fire Marshal

Organizational Structure and Staffing Study – Metropolitan Planning Organization, Springfield, MO
This study analyzed whether the Metropolitan Planning Organizations should continue to be staffed by the Springfield City Planning Department. A variety of regional options were presented.
Client: MPO Coordinating Committee

Organizational Evaluation – Tehama-Colusa Canal Authority, CA
The study examined the relation with the Bureau of Reclamation, how to best organize staff, and a variety of technical issues. It also included a detailed staffing analysis with options to substantially reduce the number of staff.
Client: TCCA’s General Manager/Chief Engineer

Performance Audit, Development Review & Approval Process – Clackamas County, OR
This integrated department included Building, Planning, Transportation Engineering and Parks. Review of the Surveyor and Water Environment Services was also included. Four focus groups were used along with an extensive mail survey to customers. The 148 recommendations called for better clarity of mission, improved coordination between functions and some improvements to timelines.
Client: County Board of Commissioners

Evaluation & Recommendations for Development Permitting Process – Culver City, CA
All related departments were included in this study including Building, Planning, Fire, and Public Works Engineering. A mail survey and two customer focus groups supplemented extensive internal analysis. The 126 recommendations indicated the need to strengthen management of the processes and fill high level positions and create a case manager approach to permitting.
Client: Community Development Director

Planning Program- Mariposa County, CA
The new County Planning Director requested an overview of his department in order to update the organization and procedures. This was similar to work Zucker Systems completed for the same Director in another community.
Client: Planning Director

Development Review- Victoria, TX
Paul Zucker completed a three-day overview assignment to review work the City had underway on systems and permit processes to make recommended changes. Recommendations included a one-stop permit center, integrating technician positons, and greater use of the Internet amongst others. Following this work, the City also hired Zucker Systems to conduct a customer survey.
Client: Assistant City Manager

Building Fees- Santa Monica, CA
Hired to conduct a detailed review of building permit fees to actual costs.
Client: Santa Monica Building Division

Operational Review- Sonoma County, CA
Comprehensive study of Sonoma County's integrated Permit & Resource Management Department. Functions included building, engineering, environmental health, fire, planning and a permit center.
Client: County Administrative Office

Tehama-Colusa Canal Authority
Hhired to conduct a staffing and process study of the Authority that took over management of two major water canals from the Bureau of Reclamation.
Client: Executive Director of the Authority

Building Fees- Visalia, CA
Completed a comprehensive building permit fee study for the city of Visalia. Extensive work documented all external overhead and converted the fees system to a square footage approach based on actual costs.
Client: Visalia Building Official

Planning and Community Development Overview- Douglas County, CO
Completed an overview analysis of Douglas County's Planning & Community Development Department. The focus of the study was how to best organize the Department, particularly as related to current planning.
Client: Planning and Community Development Director

Metropolitan Planning Organization- Springfield, MO
Asked to analyze and cost the alternative of creating an independent staff versus the current systems of staffing by the City. The report gave the Community a long-range four-phase process leading to integrated regional planning.
Client: Springfield Metropolitan Planning Organization

One-Stop Permit Center- Corpus Christi, TX
Developed and analyzed several one-stop permit center alternatives along with a variety of staffing and process recommendations.
Client: City Manager

Planning Organizational Structure- Burbank, CA
Analyzed and recommended how to best organize the long-range and permitting planning functions.
Client: Planning Director

Business Climate- San Jose, CA
Seven focus groups were conducted to analyze San Jose business climate. This was a repeat of focus group work that Zucker Systems completed for the City in 1992 and 1994.
Client: Redevelopment Agency

Building Inspections- Bellevue, WA
Intensive evaluation of the building inspection function. It included inspector ride alongs and observations. Recommendations were made concerning inspections being made that were not necessary as well as inspections being missed.
Client: City Manager

Planning Department Organization- Santa Cruz, CA
Hired by the Community Development Director to look at the organization structure and staffing of the City's Planning functions.
Client: Community Development Director

Project Planner- Santa Monica, CA
Designed a project manager system for both planning and building permits. The system is being implemented.
Client: Community Development Director

Operational And Permitting Audit- Merced County, CA
This comprehensive analysis of the Planning & Community Development Department resulted in 168 recommendations. In addition to planning, the study included an analysis of redevelopment, the Local Agency Formation Commission, CDBG, affordable housing and Municipal Advisory Councils.
Client: County Board of Supervisors

Evaluation Of Land Use Department- Boulder County, CO
This analysis included planning, building, GIS, and solid waste functions.
Client: County Board of Supervisors

City Council Retreat- Escalon, CA
Conducted a retreat for the Escalon City Council to focus on reaching an agreement in relation to growth management issues. The retreat resulted in a strategy for next steps.
Client: Escalon City Council

Building Division Rreview- Chula Vista, CA
A full organizational review of the City's Building Permit function. Tasks included inspector ride-alongs, and observing plan checker and counter activities. A detailed staffing model was constructed.
Client: Chula Vista Community Development Department

Building Fees- Visalia, CA
A detailed review of building fees to match fees to actual costs.
Client: Visalia Community Development Department

Organizational And Development Process Review- Marina, CA
This organizational review of Marina's Planning Department was based on extensive interviews with policy makers and City staff along with other research activities.
Client: Marina City Council

Charting Of Permit Processes- Chula Vista, CA
Charted and described all the City's major development processes. This study was designed as a first step in overall process improvement.
Client: Chula Vista Community Development Department

Landscape Architecture And Park Development Review- Chula Vista, CA
An organization and management study of the Landscape Architecture & Park Development section of the Planning & Building Department. The study resulted in organizational and process changes.
Client: Planning and Building Department Director

Program Evaluation- Santa Fe Housing Trust- Santa Fe, NM
A performance evaluation of a million-dollar HOPWA housing program for AIDS clients.
Client: Santa Fe Housing Trust

Management And Operation Review- Ventura, CA
A comprehensive review of the Community Development Department, the Engineering Division and the Fire Department Inspection Services. The study included focus groups and customer surveys and resulted in 168 recommendations.
Client: City of Ventura

Management & Organizational Audit- American Institute Of Certified Planners- Washington, DC
The goal of this study was to increase the efficiency and effectiveness of this national planning organization. The 45 recommendations were reviewed by the Commission and established some new directions for the organization's activities.
Client: AICP Commission

Organizational Assessment Of Natural Resources Department- Southern UTE Indian Tribe- Ignacio, CO
An organizational analysis of the Natural Resources Department. Functions included land management, permits, agriculture, conservation, wildlife, forestry, water resources and planning.
Client: Tribal Council

Organizational Evaluation Of Multi-Departmental Processes- Kent, WA
Contracted with the City of Kent to review its permit process. The review included planning, building, fire and engineering functions. The proposed implementation program was adopted.
Client: City Manager

Permit And Inspection Review- Coeur D’Alene, ID
The City hired Zucker Systems to study its multi-departmental permitting process. Functions reviewed included building, planning, engineering, fire, water and wastewater. The study resulted in 100 recommendations for reorganization and changes to facilities, technology and processes.
Client: Coeur d’Alene City Council and City Administrator

Performance Audit, Development Permitting Process- Santa Clara, CA
A full audit of the City's multi-departmental permitting functions. Functions included planning, building, engineering, traffic, water, wastewater, fire and electric utilities. The study also included a multi-function permit center.
Client: City Manager

Overiew Of Permit Process- Naperville, IL
Hired to review work the City had undertaken to improve its permitting process. In addition to document review, the study included a number of onsite observations and interviews.
Client: Director of Organizational Resources

Planning And Building Overiew- Clearwater, FL
Conducted a reconnaissance review of Clearwater's planning and building functions. Recommendations were made for immediate short-term actions to improve the program.
Client: Director of Planning

Development Service Review- Fresno County, CA
Hired by the County Administrative Office to assist the County Administration Office with a review of the County's planning, building and engineering development functions. The study resulted in a joint report.
Client: County Administrative Office

Retreat And Brainstorming- Orlando, FL
Conducted a three-day onsite reconnaissance followed by a one-day retreat for all managers of the Planning & Development Department. The retreat highlighted the strengths and weaknesses of the program. Action lists of opportunities and challenges were created.
Client: Director of Planning & Development

Assessment Of Administration & Planning- Aspen, CO
The Planning Director of the City of Aspen hired Paul Zucker to review joint City/County Administrative Divisions and the City Planning Division. This study was primarily based on interviews and observations. The study resulted in numerous recommendations for reorganization.
Client: Planning Director

Assessment Of Permit Process- Juneau, AK
Juneau’s Director of Community Development hired Zucker Systems to review the City’s permit process. The review examined building plan check and inspection, planning and engineering and produced 45 recommendations for improvement.
Client: Director of Community Development

Organizational Analysis- Palo Alto, CA
An organizational analysis of the City's Planning Division. This extensive 156-page report made 130 specific recommendations to improve the planning process. Methodology included detailed workload measurement, focus groups, interviews and data analysis. A new permit center was created based on this study.
Client: City Manager

Development Process Review- Bloomington, IN
Hired by Bloomington's new Director of Planning to re-engineer the City's development process. Each process was flow-charted and analyzed. New processes were proposed to provide better consistency and predictability in the process, as well as reduce timelines. Recommendations were also made regarding a variety of organizational, staffing, work program and technology issues.
Client: Planning Director

Development Services Focus Groups- Bryon, TX
Conducted five focus groups to elicit customer perceptions about Bryon’s development process. The focus groups followed the merger of planning, building and engineering. The groups made 63 recommendations for improving the City’s processes. As part of this study, Paul Zucker, conducted a half-day customer service training session with staff using the focus groups comments as examples.
Client: Director of Development Service

Community Development Department Assessment- Avon, CO
Hired to assess the Community Development Department. The Department includes building, planning and enforcement. The study included work sessions with staff, a focus group and data analysis and resulted in 41 recommendations for change.
Client: Director of Community Development

Organization Retreats- Redwood City, CA
Redwood City merged building, engineering and planning into a unified permit center. As part of this effort, Zucker Systems was hired to facilitate a retreat for the front counter team. The retreat focused on how to integrate functions and improve customer service. Based on the success of the first retreat, a second retreat was held a year later.
Client: Head of Counter Team

Code Enforcement Project- San Jose, CA
The Mayor of San Jose formed 13 focus groups to review the City's Code Enforcement program. Zucker Systems conducted all 13 focus groups and then prepared a 90-page report including numerous recommendations and priorities for implementation.
Client: Code Enforcement Division

Building Safety Division- Costa Mesa, CA
Completed an extensive analysis of the Costa Mesa Building Division. This work included reorganizing the plan check functions, front counter and inspector specialization. Detailed work performance measures were part of the study.
Client: Costa Mesa Planning & Environmental Department

Planning And Development Program Review- Logan, UT
A review of the planning and development process which included use of focus groups and extensive interviews. Recommendations included code changes, as well as process improvements.
Client: Director of Community Development

Organization Audit- Warren County, KY
A full organizational audit of the Warren County/Bowling Green joint City-County Planning Commission. This review included all development activities, as well as long range planning.
Client: Warren County Planning Commission

Land Use Permit Process- Danbury, CT
A review of Danbury's building permit, engineering and land use permit process. The review includes customer surveys and focus groups, interviews with public officials, staff questionnaires and analysis, and use of Zucker Systems’ permit process self-assessment tool.
Client: Mayor

Focus Groups- Santa Ana, CA
Conducted two focus groups for Santa Ana to examine the City's development and permitting process. Based on the focus group input, a variety of recommendations were made for changes in the process.
Client: Director of Community Development

Improving Customer Service And Streamlining The Development Process- Columbus, IN
A review of the Columbus/Bartholomew County Planning Department. The work included three focus groups, numerous personal interviews, and staff training. The performance review resulted in 48 specific recommendations which the City/County are implementing.
Client: Board of Public Works & Safety

Performance Audit- Hillsborough City-County Planning Commission- Hillsborough County, FL
Hired by Hillsborough County Florida (Tampa) to conduct a performance audit of the Planning Commission. Paul Zucker served as principal auditor and as subconsultant to David M. Griffith & Associates, Ltd. of Tallahassee, FL. The Hillsborough County Planning Commission is unusual in that it is a joint Planning Commission serving the City of Tampa, Hillsborough County and two small cities: Temple Terrace and Plant City. It is an independent Commission with the Executive Director hired directly by the Commission. The audit included an appraisal of management performance, including effectiveness of administration and efficiency, and adequacy of the program the Commission is authorized by law to perform; an appraisal of the adequacy of operating controls and operating procedures; and an assessment of relations with employees and the public.
Client: Planning Commission

Performance Audit- Hillsborough County Planning & Management Department- Tampa, FL
Hired by David M. Griffith & Associates, Ltd. of Tallahassee, FL to serve as a subconsultant on a performance audit of the Hillsborough County Planning & Management Department. Paul Zucker analyzed automation and management information systems, forms and handouts, and conducted two customer attitude surveys.
Client: David M. Griffith & Associates, Ltd.

Cross-Organizational Study- Hillsborough County, FL
David M. Griffith & Associates hired Paul Zucker to assist them with a cross-organizational study of the City-County Planning Commission and County Departments of Planning, Building and Environment.
Client: David M. Griffith & Associates, Ltd.

Reorganization Of Development Departments- Overland Park, KS
Hired by Overland Park, Kansas to assist the City in their reorganization of the development and planning-related activities. Overland Park, located southwest of Kansas City, is one of the region's most dynamic retail and office markets. Paul Zucker spent time in Overland Park interviewing key city officials and meeting with groups of staff in training sessions. The training focused on how to develop a customer service program and the top-10 ways to reform the development process.
Client: Community Development Director

Permit Process Assessment- Springfield, Lenexa, Hilton Head, Riverside County
Developed a self-assessment system of the permit process. Under this system, Paul Zucker spends two full days with the community planning, building, and engineering staff to review the community development system. The system is reviewed against 216 specific criteria and 317 sub-criteria developed by Zucker Systems over a 10-year time frame.
Client: Community Development Directors

Customer Service Training- Concord, CA
An extensive training session for Concord's Department of Economic & Community Development. This Department was formed through a merger of a variety of functions including planning, housing programs, community services, neighborhood preservation, human relations, building services and redevelopment. Zucker first visited Concord to obtain an overview of the Department and then delivered a two-day training session on customer service.
Client: Department of Economic & Community Development

Pacific Bell Mobile Services- Permit Streamlining
Hired to assist PBMS in developing a streamlined California state-wide permitting system for Personal Communication Systems. The work also included selecting and training consultants for permitting activities.
Client: Pacific Bell Mobile Services

Focus Groups- South Lake Tahoe, CA
Conducted four customer focus groups, interviewed department heads, and made recommendations for improving the City's customer service.
Client: City Manager

Focus Groups- San Mateo, CA
Hired to conduct seven focus groups aimed at improving the City's development process. An analysis was also made of an extensive customer survey distributed to customers of the Planning Division & Building Division. The audit report included recommendations for improving the process. Paul Zucker also facilitated a meeting of the City Council and Planning Commission to discuss the City's business climate.
Client: Director of Community Development

Development Review Procedures- Louisville, KY
Louisville, KY and Jefferson County, KY hired Zucker Systems to conduct a comprehensive review of the region's development process. This work included the use of seven focus groups, employee questionnaires, and process analysis. This was a multiple-agency study involving the City, County, and Metropolitan Sewer District. Functions included planning, building, engineering, health, air pollution, and landmarks. In a follow-up contract, Zucker Systems was hired to help implement the contract's recommendations.
Client: Jefferson County

Development Code- Washoe County, NV
Washoe County adopted a new Comprehensive Development Code. However, the Code presented numerous administrative problems. Zucker Systems was hired to develop alternatives to the use and organization of the Code, procedures for processing applications, infrastructure planning, and compliance assessment.
Client: Washoe County Finance Division

Customer Service Training/Organizational Analysis- Des Moines, IA
The City of Des Moines' integrated Community Development Department hired Zucker Systems to conduct training sessions on Customer Service philosophy for all staff. Sessions were also held with Division heads to discuss organizational and management concepts.
Client: Community Development Department

Business Climate Study- San Jose, CA
Conducted seven focus groups for the City of San Jose aimed at determining the business climate in the city. Based on these interviews and the resulting recommendations, the City undertook a variety of changes in relation to its development permitting activities. Two years later, Zucker Systems was hired to conduct six additional focus groups to check on the progress being made. The process proved to make a major change in San Jose's responsiveness to customers.
Client: City Manager

Management Review- San Diego Housing Commission
A full review of the San Diego Housing Commission including organizational relation to the city, internal organization, mission, and operational efficiency and effectiveness. The study included use of a national peer panel. 163 recommendations were included, along with a timetable for implementation. The City Manager described the review as the best the City had ever received.
Client: City Council & City Manager

Establish New Department- City Of Chino Hills, CA
The new City of Chino Hills hired Zucker Systems to establish a Department of Community Development. Tasks included developing the permit process, recruiting a general plan consultant, designing office space, managing city staff for the first few months and assist in training the new Community Development Director.
Client: City Manager

Customer Service Training- Montgomery County, MD
The Maryland National Capital Park & Planning Commission hired Paul Zucker to train its Montgomery County planning staff in the art of customer service. Paul Zucker's services provided a major catalyst for instituting change in the organization.
Client: Maryland National Capital Park & Planning Commission Silver Springs, MD

Contract Planning- City Of Imperial Beach, CA
Performed contract planning for Imperial Beach over a three-year time period. Work included a comprehensive review of all aspects of the planning functions. As an outgrowth of this work, the City hired Zucker Systems to update forms, procedures, and the operation of the public counter. Zucker Systems also processed and wrote staff reports and recommendations on all development projects. As a final outgrowth of these efforts, Zucker Systems was hired to manage the City’s Planning Department.
Client: City Manager

Management Goals Project- Oxnard, CA
The City of Oxnard hired Zucker Systems to prepare a five-year Management Improvement Goals Project. This is one of the first such studies prepared under HUD’s new Comprehensive Grant Program.
Client: Oxnard Housing Department

Community Development Department Review- El Dorado County, CA
The El Dorado County Board of Supervisors hired Zucker Systems to complete a full review of the County's Community Development Department. Functions included all aspects of planning and building. Special features of the contract included an analysis of the County's one million dollar General Plan contract and an analysis of a new one-stop permitting center.
Client: County Administrative Office

Planning Department Audit- Los Angeles, CA
A comprehensive review of all aspects of the 350-person City of Los Angeles Planning Department. This review included Extensive internal and external interviews, and the use of a national peer panel that included the planning directors from New York City, Miami, Memphis, Minneapolis, Long Beach, and San Jose.
Client: City Administrative Office

Planning Department Development Process Improvements- Santa Cruz, CA
A study of the County development process with the goal of speeding up the process and handling a substantial backlog of permit cases. The initial report resulted in 102 recommendations that were unanimously adopted by the Board of Supervisors for implementation. The first contract was followed by a supplementary contract aimed at implementing suggestions and management training. Processing times were cut in half.
Client: Santa Cruz County Planning Department

Review Of Organizational Structure- City Of Kettering, OH
Hired to review the two departments of Community Development & Planning, as well as the Assistant City Manager functions. Modifications to the organization structure were recommended in this report.
Client: Assistant City Manager

Grading Section Audit- Orange County, CA
A comprehensive review of Orange County's grading function including plan check, inspection, and overall systems and management review. The 123-page report made 86 specific recommendations including changes in grading policy, procedures, staffing, and training.
Client: Environmental Management Agency

Management And Operational Audit- Orange County Development Processing Systems, Orange County, CA
Zucker Systems, in joint venture with Deloitte, Haskins & Sells, completed this extensive study of the Environmental Management Agency's development processing system. Units studied included Advance Planning, Current Planning, Coastal Planning, Subdivisions, Building Plan Check, and Building Inspections. Included were interviews and surveys of user groups such as large and small developers, and citizen groups. The 169-page report included 186 recommendations for improvements to the existing systems, or for the creation of new systems. Specific recommendations were made in the areas of clerical, training, job rotation, capital equipment, records management, information systems, and communications.
Client: Environmental Management Agency Orange County, California

Development Process Review- Corona, CA
The Departments of Building, Planning, Public Works, and Utilities were included in this comprehensive study designed to update the functions and assure that they could handle an anticipated major increase in development activity. The study made 143 recommendations. Each Department was reviewed individually. Additionally, topics covering all the departments included automation, communications, training, records management, the overall development process, and policy manuals. Specific recommendations were reviewed in joint study session with the City Manager.
Client: City Manager

Management Study- San Diego Housing Rehabilitation Program
The San Diego Housing Commission asked Zucker Systems to conduct this comprehensive review of its Housing Rehabilitation Program. The study included a review of customer satisfaction, clarification and refinement of program goals, and streamlining of procedures in the area of market, finance, and construction. The report made 72 specific recommendations and included a comprehensive policy and procedures manual, along with a comparison to other housing programs in California.
Client: San Diego Housing Commission San Diego, California

Planning Division Review- Napa County Planning And Development Department
This study was designed to examine the County's permit processing procedures and related planning activities. Zucker Systems completed this comprehensive study in a tight six-week period. The 121 recommendations contained in the 150-page report focused on policy, procedures, and organization. The report included a detailed action plan, setting priorities and completion dates for each recommendation. Development processing times were cut in half through the report’s recommendations.
Client: County Administrator

Surface Mining And Reclamation Act- Contra Costa County, CA
Contra Costa County hired Zucker Systems to review its surface mining activities and prepare a comprehensive plan for meeting State mandates.
Client: Contra Costa County

General Plan Format- City Of Chino, CA
This study, prepared by Zucker Systems for the City of Chino, has received statewide and national interest and is being used in continuous education programs for planners. The study developed a clear, comprehensive format for the General Plan.
Client: Community Development Department

Improving The Development Regulatory Process- Austin, TX
Hired to head a team of national experts to review the development regulatory process in Austin. The report contained 26 recommendations for improving the process and was implemented by Austin City officials.
Client: City Manager

General Plan Update And Streamlining Program- Los Angeles County, CA
A comprehensive approach to updating and streamlining the Los Angeles County General Plan. This 100-page report reviewed state-of-the-art plans from throughout the country and recommended an approach to create a "user-friendly" General Plan. An RFP was prepared and a consultant hired to implement the report's recommendations.
Client: Department of Regional Planning

Work Flow And Management Analysis- Gainesville, FL Planning Department
A comprehensive study of the planning functions with specific focus on policy manuals, information systems, development processing, organization and staff roles, records management, cost recovery, communications, tickler systems, equipment, and processing timing cycles. The 146-page report was accompanied by four inches of appendix material including many examples. The report contained 150 recommendations, most of which have now been implemented.
Client: Department of Community Development

Planning Overiew- Los Angeles County, CA
This study was an overview of the Los Angeles County Regional Planning Department. Review included consideration of office space, computerized permits, level of decision making, plans and regulations, forms and formats, development targets, procedures, staff training, and organization. The study was conducted in close cooperation with the chairman of the Planning Commission and the Planning Director.
Client: Department of Regional Planning

Data Processing- San Bernardino County, CA
A study advising the Director of the Department on how to best implement department reorganization plans.
Client: Office of Management Services

Zoning Enforcement Program- Sacramento County, CA
A comprehensive study of the Planning Department's enforcement functions. It included all current procedures, forms, filing systems, and policies. Much of this study has been implemented.
Client: Planning and Community Development Department