KPI Urban Planning & Regulation

Zoning • Building Permits • Building Codes • Inspections — green theme • light/dark

Zoning5 KPIs
Case Processing Time P90 days
Days from application acceptance to final decision (rezones, variances, special permits).
Formula
P90(decision_date − acceptance_date)
Target
Set SLA by case type (e.g., rezone ≤ 120d; variance ≤ 60d).
Pre‑Application Meeting On‑Time %
Pre‑app meetings scheduled/held within SLA (e.g., ≤ 15 business days).
Formula
preapps_within_SLA / preapps_requested × 100
Target
≥ 95% within SLA.
Staff Report On‑Time Delivery %
Reports delivered to board/commission ≥ 7 days prior to hearing.
Formula
reports_≥7d_before_hearing / reports_due × 100
Target
≥ 95%.
Public Notice Compliance %
Mailed/posted/online notices completed as required by code.
Formula
cases_with_full_notice / cases_scheduled × 100
Target
100% compliance.
Appeal/Reversal Rate %
Share of decisions reversed/modified on appeal or by court.
Formula
decisions_reversed / decisions_total × 100
Target
As low as feasible; investigate if > 5% sustained.
Building Permits5 KPIs
First‑Cycle Plan Review Time P90 days
Days from application complete to first review result (by permit class).
Formula
P90(first_review_out − app_complete_date)
Target
Minor ≤ 5–10d; Standard ≤ 20–30d; Complex per policy.
First‑Cycle Approval Rate %
Share of permits approved without resubmittal (no corrections).
Formula
permits_approved_first_cycle / permits_reviewed_first_cycle × 100
Target
Raise YoY via pre‑screen & checklists (aim ≥ 35–50%).
Permits Issued Within SLA %
Share of permits issued within service target by class (OTC, minor, major).
Formula
permits_issued_within_SLA / permits_issued × 100
Target
OTC same‑day; Minor ≤ 5d; Major per policy (e.g., ≤ 30d).
Digital Adoption (Online Apps) %
Share of applications submitted via online portal/e‑plan review.
Formula
online_apps / total_apps × 100
Target
≥ 85–95% (reduce counter load & cycle times).
Customer Wait Time (Counter) P90 min
Minutes from ticket to service at permitting counter.
Formula
P90(service_start − ticket_time) (minutes)
Target
≤ 15–20 min (promote appointments & online channels).
Building Codes (Code Compliance)5 KPIs
Complaint Response Time P90 days
Days from complaint intake to first site visit/notice issued.
Formula
P90(first_action_date − complaint_received_date)
Target
Priority life‑safety ≤ 1–3d; standard ≤ 7–10d.
Cases Resolved Within SLA %
Share of code cases brought into compliance within target timeframe.
Formula
cases_closed_within_SLA / cases_closed × 100
Target
≥ 85–90% (tier by severity).
Repeat Offender Rate (12m) %
Share of properties with a new violation within 12 months of closure.
Formula
repeat_offender_properties / properties_with_closed_cases × 100
Target
Decline YoY; targeted education/enforcement.
Dangerous Building Abatement Time P90 days
Days from designation to mitigation (secure, repair, or demolish).
Formula
P90(abatement_complete − dangerous_designation_date)
Target
≤ 60–120d depending on legal process.
Backlog > 60 Days cases / insp
Open cases older than 60 days normalized per inspector FTE.
Formula
open_cases_>60d / inspector_FTEs
Target
Trend downward; trigger surge plans if rising.
Inspections (Building)5 KPIs
On‑Time Inspections %
Scheduled inspections completed on the requested date/window.
Formula
inspections_on_time / inspections_scheduled × 100
Target
≥ 95% (next‑day availability for standard trades).
First‑Time Pass Rate %
Share of inspections that pass at first visit (no reinspection).
Formula
passes_first_time / inspections_completed × 100
Target
≥ 70–80% (improve via checklists & pre‑inspection guidance).
Reinspection Rate %
Share of inspections requiring re‑visit due to corrections.
Formula
reinspections_required / inspections_completed × 100
Target
< 25–30% (monitor by trade/contractor).
CO Issuance After Final Request P90 days
Days from final inspection request to Certificate of Occupancy issuance.
Formula
P90(co_issue_date − final_inspection_request_date)
Target
≤ 5–10d (coordinate fire/utility sign‑offs).
Inspector Productivity insp / day
Completed field inspections per inspector per day (quality‑adjusted).
Formula
completed_inspections / inspector_days
Target
Set by trade/distance; pair with QA sampling.

Notes: P90 = 90th percentile (fractile). Targets are suggested starting points; align with state statutes, local ordinances, board calendars, staffing and e‑plan maturity. Reference frameworks: ICC/IBC/IFC, APA planning practice, ISO/QA for counters, and city SLAs.